Senior Support Services Analyst
Job Summary
Job Description
We are seeking a Senior Support Services Analyst to manage the first line of contact for clients reporting application-related questions and defects for ION Corporates enterprise software in the Financial and Commodity sectors. This role involves managing complex client cases throughout their lifecycle, providing professional client-facing communication, and analyzing client requests. Responsibilities include reproducing issues, documenting steps for SMEs, solving complex functional and technical problems, and providing expert support. The role also entails building client relationships, liaising with R&D, maintaining cases in a management system, and performing issue troubleshooting. The Senior Support Services Analyst will handle requests of all priorities, escalate when necessary, document lessons learned, and execute after-hours and on-call responsibilities.
Must have:
- Manage high volume of client reported application issues
- Troubleshoot, analyze, and gather info for complex support cases
- Document application issues for escalation to Product Development
- Client facing communication and conference call management
- Strong knowledge of Support Group processes in financial/commodity fields
- Knowledge of Software Development Lifecycle
- Knowledge of finance and business terminology
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
Good to have:
- Understanding of advanced technology concepts
- Prior Wallstreet Suite solution experience
2 skills required
Job Details
The Role:
This is an exciting opportunity to join ION as a Senior Support Services Analyst. As Senior Support Services Analyst, you will manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable. You will carry significant responsibility towards managing the most complex client cases.
You will perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.).
You will analyze client requests and requirements, reproduces functional and technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution. The main responsibilities will consist of solving complex functional, technical and configuration problems, reacting to critical issues on a timely basis and the expert support of clients using ION software. A significant portion of time is spent building client relationships, fixing client issues and liaising with R&D to report issues and work on code and configuration solutions.
You will maintain their cases in a case management system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout ION Corporates. Handles requests, questions, and defects of all priorities, and engages senior resources in the case of escalations. Documents lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.
Key Responsibilities:
- Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature.
- Working day will be for EMEA shift
- After-hours (on-call) work potentially required on a rotational basis
- Troubleshooting, analysis and information gathering of complex support cases.
- Documentation of application issues for escalation to Product Development.
- Client facing communication and conference call management with client representatives.
- Ownership of projects and initiatives assigned by Support Management.
- Submission of application related information into a shared knowledge base
- Contribute updates to documentation for improved application knowledge across the Support Group
Required Skills, Experience, and Qualifications:
- Strong knowledge of Support Group processes in a financial or commodity related field required.
- Understanding of advanced technology concepts preferred.
- Knowledge of the Software Development Lifecycle required.
- Knowledge of finance and business terminology required.
- Strong problem solving and analytical skills required.
- Self-motivated and service minded;
- Able to work independently as well as within a team;
- Excellent verbal and written communication skills required.
- Able to read and understand contract with clients and being commercially aware.
- Prior Wallstreet Suite solution experience a plus.
About us:
We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe. Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.
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About The Company
We’re visionary innovators who are delivering mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments. By combining our passion for automation with a strategic view on the industries we serve, we design solutions that improve decision-making, simplify complex processes, and empower people. Simply put, we help our customers do more, faster and better than before. We believe our investments in research and development are shaping the future of automation and enabling our customers to transform their business. And we embrace the power of community, working with each other and with our customers to succeed through a positive culture of continuous improvement.
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