Senior Support Analyst (Endur)
Publicis Groupe · Bogotá
Company descriptionPublicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.
Overview
We are looking for a Senior Support Analyst to provide Level 2 functional and technical support for ETRM platforms (Endur), ensuring seamless end-of-day processing, stable trading operations, and timely resolution of issues across FO/MO/BO environments. If you bring strong application support experience but no direct Endur exposure, we will provide structured training before full production deployment.
Your Impact
- Investigate and resolve application incidents, triage and close service requests across trading operations.
- Perform health checks and EOD monitoring with a focus on stability and timely P&L reporting.
- Analyze recurring problems, log permanent fix plans, and contribute to system reliability.
- Support UAT and regression tests during change rollouts.
- Maintain runbooks, SOPs, and diagnostic documentation to strengthen operational readiness.
- Act as a subject-matter escalation point once trained, ensuring extended-hour coverage when required.
Qualifications
Your Skills & Experience
- 8+ years of experience in application support within complex enterprise systems (ETRM strongly preferred).
- Strong capabilities in SQL, log analysis, and diagnosing issues across application and database layers.
- Familiarity with ITIL processes for incident, problem, and change management.
- Excellent communication skills; proven track record in client-facing support roles.
- Direct Endur knowledge is a plus but not mandatory — structured training will be provided as part of onboarding.
Set Yourself Apart
- Exposure to commodity or energy trading workflows and operational processes.
- Ability to review basic custom code or scripts (OpenJVS/OpenComponents knowledge desirable).
- Experience in stabilizing enterprise platforms under strict SLAs and high-availability environments.
- Examples of implementing permanent fixes for high-severity recurring issues.
Your Skills & Experience
- 8+ years of experience in application support within complex enterprise systems (ETRM strongly preferred).
- Strong capabilities in SQL, log analysis, and diagnosing issues across application and database layers.
- Familiarity with ITIL processes for incident, problem, and change management.
- Excellent communication skills; proven track record in client-facing support roles.
- Direct Endur knowledge is a plus but not mandatory — structured training will be provided as part of onboarding.
Set Yourself Apart
- Exposure to commodity or energy trading workflows and operational processes.
- Ability to review basic custom code or scripts (OpenJVS/OpenComponents knowledge desirable).
- Experience in stabilizing enterprise platforms under strict SLAs and high-availability environments.
- Examples of implementing permanent fixes for high-severity recurring issues.