ETRM Support Analyst

Job Summary The ETRM Support Analyst provides frontline functional support for business-critical trading systems used by Commercial trade-floor, scheduling, risk, settlements, accounting, and operations teams. The role supports RightAngle, TriplePoint, PlanLogic, Endur, and related ETRM integrations across the trade lifecycle, from trade capture through settlement and reporting. The position rapidly triages issues, assesses business impact, troubleshoots functional and data problems, performs approved minor configuration or data corrections, escalates clearly to Level 2 and Level 3 teams, and maintains runbooks that support consistent global operations. Position Overview Your responsibilities may include: Provide Level 1 functional support across trade capture, validation, scheduling, risk, confirmations, settlements, invoicing, reporting, and downstream data flows. Assess business impact, reproduce issues, validate data, review system behavior, and determine the appropriate resolution or escalation path. Document incidents with functional context, examples, screenshots, supporting data, and reproducible steps for senior business analysts, developers, vendors, and support teams. Resolve approved minor issues, including reference-data updates, controlled configuration changes, workflow checks, report validation, user setup, and operational corrections. Own incidents and service requests through closure by tracking priority, service levels, workarounds, escalation progress, and user communications in ServiceNow or similar tools. Maintain runbooks, support playbooks, known-error articles, triage guides, shift handovers, and transition documentation. Coordinate with support teams in Houston, London, and Singapore to standardize triage, strengthen handoffs, reduce recurring incidents, and sustain follow-the-sun coverage. Technical Responsibilities: Triage and troubleshoot functional, configuration, interface, reporting, batch-processing, and data issues across supported ETRM platforms and integrations. Validate trade, pricing, scheduling, risk, settlement, invoicing, accounting, and downstream reporting data to support recovery and accurate escalation. Review logs, reports, system behavior, interface status, and data outputs to identify root causes, apply approved workarounds, and resolve minor issues. Use SQL or data-analysis tools, Excel, ServiceNow or similar ITSM tools, interface monitoring, and support documentation to investigate and manage incidents. Support controlled operational corrections, approved configuration changes, user setup, report validation, and reference-data maintenance. Document root-cause findings, workarounds, known errors, recurring issues, and preventive actions. Success Profile To thrive in this role, you’ll demonstrate the following leadership competencies: Takes Accountability: Takes ownership of actions and follows through on commitments by courageously dealing with important problems, holding others accountable, and standing up for what is right. Drives Performance: Delivers results through realistic planning to accomplish goals. Makes Decisions: Generates effective solutions based on available information and makes timely decisions that are safe and ethical. Required Qualifications: 7 or more years of experience in CTRM/ETRM business analysis, trading-system support, production support, commodity operations, or trade-floor application support. 5 or more years of experience supporting Commercial trading users and business-critical trade-lifecycle processes, dependencies, priorities, and issue impacts. Advanced level of knowledge performing Level 1 triage, troubleshoot functional and data issues, document root causes or workarounds, and escalate effectively to Level 2 and Level 3 teams. Technical Skill Set: ETRM