About the role

Application Support Analyst enhancing service improvements and providing client support within a global team. Collaborating with product and development SMEs for effective incident management.

Responsibilities

Provide clients with great customer service on phone and email
Work within a global team (Locations include Edinburgh, Toronto, US, Sydney, India)
Deal with a variety of customers and situations with professional composure and a sense of urgency
Major incident management and associated problem follow up
Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers
Be a team player and collaborate with the Support Team to manage time, priorities, and resources
Act as Client Owner and manage Client expectations
Identify product improvement and efficiency opportunities
Achieve individual and departmental throughput targets on a consistent basis
Supporting and developing less experienced Team Members.

University degree required
5 years of experience in Application Support Analyst role within a financial services firm
Strong knowledge of SQL
Experience working with Systems using Java, .Net, etc
Knowledge of Corporate Actions and/or Securities Finance a plus
Self-starter with excellent individual leadership skills
Good team player and able to work effectively within a global team
Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business.