NYC Staffing
Technical Support Analyst
Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based software. Research front-to-back office issues and questions pertaining to trade entries, order management, accounting, financial reporting, portfolio performance, compliance, data feeds, and reconciliations with the appropriate level of urgency and communication. Ensure an excellent client experience by providing proactive, timely, and effective communication regarding the impact, status, and next steps of the issues reported. Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery. Prioritize multiple client inquiries with different SLAs in a fast-paced environment. Escalate issues internally with the appropriate level of urgency to meet client deadlines. Employee will receive cases submitted by clients. Cases consist of data issues that a client has (for example interest on security improperly calculating and as a result showing the wrong amount. Or expected income/loss is not tying with client's expected values. Or client's expected performance and attribution on securities is not matching with their expected values. Employee then investigates the respective issues to confirm the root cause as well as solution to resolve the issue within the expected SLAs. Cases also consist of issues that are a result of lack of client expertise on utilizing the system properly. For example: how to create a contract, how to roll a contract, how to generate an invoice, or how to create a list of reports with custom functionality. Employee provides detailed walkthrough to client either by email or teams call for each respective issue. Cases also include issues about data feeds. A client has a workflow that sends out a batch of reports to their respective contacts as part of their daily deliverables and they run into issues that are preventing the reports from being sent. Employee investigates the root cause of the issue and provides a resolution and/or workaround within the issue within the expected SLAs. There are two platforms for investigating issues: Sales Force and JIRA. But most issues are unique and require further research. So general financial knowledge of loans, equity, and security trading is applied in looking into majority of data breaks. Data issues are complex because some of them involve backdated transactions and period locks for performance. Some other issues are complex because of the setup of their DataCube or data collector, and generally require a JIRA to get it corrected by the data engineers. The front office research process follows leveraging past Sales Force cases to find similar issues that have occurred in the past and performing internal testing on our local site to replicate and fix the issue. Back-office research requires leveraging past JIRAs that were created for an issue and determining if the resolutions on the JIRAs pertain to the case being researched as well. This will require communication with the data engineers and testing with the Quality Assurance team. Tasks have different priorities. For example, a data issue can be a medium level priority issue which does not have a time limit. But if the client has a deadline to complete their reporting, then the priority rises to high, and sometimes urgent. If a client has a feed issue where multiple workflows that send out their reports are failing, then the priority will be urgent, and the employee will need to resolve the issue within 2-3 days. If a client has part of their site failing to work then that becomes a critical issue which needs to be resolved in the same day and the employee needs to immediately reach out to and lead the other departments (SRE, Dev, QA) in resolving the issue within the SLA and keeping a tight communication with client. Requirements
Bachelor's degree or equivalent in Finance, Accounting or related field plus 2 years of related experience. Previous experience to include: Loans, bonds and equity structures. Troubleshooting applications and providing support to end users and clients including handling escalating and maintaining service-level agreements. Analyzing financial data to troubleshoot discrepancies and provide actionable insights. Role holder is eligible to work from home on a hybrid basis, with manager and HR approval, but must reside within commuting distance of the work site and be in the office 40% of the time. Salary range: $93,000.00 to $98,000.00 per year. Applicants: Send resume+cvr ltr to: TARecruitment@Broadridge.com. Ref. code required: Senior Support Analyst. 8903673.
Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based software. Research front-to-back office issues and questions pertaining to trade entries, order management, accounting, financial reporting, portfolio performance, compliance, data feeds, and reconciliations with the appropriate level of urgency and communication. Ensure an excellent client experience by providing proactive, timely, and effective communication regarding the impact, status, and next steps of the issues reported. Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery. Prioritize multiple client inquiries with different SLAs in a fast-paced environment. Escalate issues internally with the appropriate level of urgency to meet client deadlines. Employee will receive cases submitted by clients. Cases consist of data issues that a client has (for example interest on security improperly calculating and as a result showing the wrong amount. Or expected income/loss is not tying with client's expected values. Or client's expected performance and attribution on securities is not matching with their expected values. Employee then investigates the respective issues to confirm the root cause as well as solution to resolve the issue within the expected SLAs. Cases also consist of issues that are a result of lack of client expertise on utilizing the system properly. For example: how to create a contract, how to roll a contract, how to generate an invoice, or how to create a list of reports with custom functionality. Employee provides detailed walkthrough to client either by email or teams call for each respective issue. Cases also include issues about data feeds. A client has a workflow that sends out a batch of reports to their respective contacts as part of their daily deliverables and they run into issues that are preventing the reports from being sent. Employee investigates the root cause of the issue and provides a resolution and/or workaround within the issue within the expected SLAs. There are two platforms for investigating issues: Sales Force and JIRA. But most issues are unique and require further research. So general financial knowledge of loans, equity, and security trading is applied in looking into majority of data breaks. Data issues are complex because some of them involve backdated transactions and period locks for performance. Some other issues are complex because of the setup of their DataCube or data collector, and generally require a JIRA to get it corrected by the data engineers. The front office research process follows leveraging past Sales Force cases to find similar issues that have occurred in the past and performing internal testing on our local site to replicate and fix the issue. Back-office research requires leveraging past JIRAs that were created for an issue and determining if the resolutions on the JIRAs pertain to the case being researched as well. This will require communication with the data engineers and testing with the Quality Assurance team. Tasks have different priorities. For example, a data issue can be a medium level priority issue which does not have a time limit. But if the client has a deadline to complete their reporting, then the priority rises to high, and sometimes urgent. If a client has a feed issue where multiple workflows that send out their reports are failing, then the priority will be urgent, and the employee will need to resolve the issue within 2-3 days. If a client has part of their site failing to work then that becomes a critical issue which needs to be resolved in the same day and the employee needs to immediately reach out to and lead the other departments (SRE, Dev, QA) in resolving the issue within the SLA and keeping a tight communication with client. Requirements
Bachelor's degree or equivalent in Finance, Accounting or related field plus 2 years of related experience. Previous experience to include: Loans, bonds and equity structures. Troubleshooting applications and providing support to end users and clients including handling escalating and maintaining service-level agreements. Analyzing financial data to troubleshoot discrepancies and provide actionable insights. Role holder is eligible to work from home on a hybrid basis, with manager and HR approval, but must reside within commuting distance of the work site and be in the office 40% of the time. Salary range: $93,000.00 to $98,000.00 per year. Applicants: Send resume+cvr ltr to: TARecruitment@Broadridge.com. Ref. code required: Senior Support Analyst. 8903673.