Purpose of the role:
Reporting to the Systems Manager, you will work alongside colleagues in the Client Applications Team to give clients, and colleagues the best possible experience of the client servicing applications suite, and to strive to deliver a service offering that differentiates the business from their competitors.
Responsibilities:
- Support of engagements with client facing teams, and possibly direct with clients over the life-cycle of a project, including attendance and providing updates via formal meetings and project documents, as well as keeping teams appraised of progress on individual tasks
- Provide triage to Service Requests (SRs) and incidents to ascertain if the matter has been raised correctly if any additional information is required, determine whether the issue appears to be data/user related and assess the complexity to assist CASS team in Business as Usual (BAU) allocations, or whether to pass to the Operational Support team
- Understand or interpret complex or ambiguous requirements to specify, design and develop solutions within the system configuration, reporting, or to support users in rectifying errors in data input
- Monitor the SR Escalations and Incidents and ensure that they are assigned as soon as resource becomes available
- Ensure that any system developments, enhancements, or corrections follow the correct change process through documentation, testing, approval board and deployment
- Give consideration of development needs for junior team members from findings on ticket reviews and to work with the BAU lead to agree a plan for training
Skills required:
- Strong technical financial services industry knowledge
- Part or fully qualified in a relevant professional qualification (ACCA, ACA, ICSA or relevant IT qualification) and prior business experience in private equity or real assets
- Advanced PC skills notably MS Office suite (MS Word & MS Excel) as well as a familiarity with programming languages such as VBA & VB Script, SAS and Transact-SQL
- Excellent interpersonal skills are required to develop close working relationships with colleagues, clients and business contacts
- Previous working experience with eFront FIA, or with private equity using equivalent systems
- Educated to degree level