IHS Markit Sr Associate in Dublin, Ireland
Information Mosaic is a trusted global provider of advanced post-trade automation solutions to the securities and investment services industry, including custody, asset servicing, private wealth management, asset management and investment banking.
We have a proven track record of helping financial institutions transform post-trade operations, enabling them to enter new markets, improve customer service and reduce the risk and cost associated with volume and complex processing.
Information Mosaic’s post-trade automation platform removes reconciliation points and therefore reduces risk and cost for all core post-trade services including corporate actions, proxy voting, portfolio servicing, cash management, trade management and network counterparty risk.
The Support team has a need for a Production Support Analyst for our application suite to our clients who are located globally. Production Support Analyst is the first point of contact for any and all Application and Technical support queries or problems. The areas covered by this role include Support, Issue Analysis and Technical analysis, Script Writing, Vendor Management, with the potential for Project Management duties also.
The successful applicant will be required to work within a team structure, reporting to the Production Support team lead. The candidate should demonstrate a willingness to learn the financial industry space that IM and its clients operate in full training is given.
Duties & accountabilities
Act as client champion within IHS Markit –Information Mosaic.
Support for all issues relating to your client on Information Mosaic applications and surrounding products.
Investigate and analyse these issues and where possible work to resolve the issue. Diagnosing problems and identifying potential solutions.
Ensure timely resolution of all assigned issues and provide regular updates
Escalate issues where needed or liaise with Development or Business teams on assigned open issues until they are resolved and closed
Accurately record details of communications with clients and Development or Business teams
Produce internal customer service related reports and documentation
Assist in building our product knowledge base to expedite issue resolution
Take an active role in developing and improving the department by adhering to internal / external SLAs, internal KPIs and improving internal processes
Manage high severity incidents via process and work with clients to resolve issues as soon as possible.
Escalate issues where required to ensure appropriate resolution is achieved.
Participate in scheduled weekly (and occasional ad-hoc) calls with clients regarding Service Level and Performance.
Provide weekly updates on all open incidents to department.
Become a subject matter expert for all IM products and the technologies they run on.
Ensure appropriate support documentation exists for all applications supported.
Document and maintain procedures for all Prod Support processes
Work with New Business team as required.
Assistance with User Acceptance Testing as required.
Overseeing Implementation of new systems and processes
Education and experience
Degree in Technology, Computer Science, IT or a related course.
Experience using Linux/Unix.
Working knowledge of SQL.
Familiarity managing change with the following technologies (working knowledge an advantage)
Comfortable managing change to Production/Business Critical applications in high-availability environments.
Desirable Commercial awareness
Significant customer service focus.
Willingness to learn new skills
Excellent Problem Solving Skills
Attention to detail.
Strong inter-personal skills with practical, can-do approach.
Self-motivated, proactive work ethic.
Organisational and administrative skills.
- Excellent verbal and written Communications skills
- Proven ability to collaborate in a team environment.
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IHS Markit harnesses deep sources of information, analytics and expertise to forge solutions for the industries and markets that drive global economies. Our company partners with clients in business, finance and government to provide the unrivaled insights and perspectives that lead to well-informed, confident decisions. We call this The New Intelligence. IHS Markit serves more than 50,000 key customers in more than 140 countries, including 80 percent of the Fortune Global 500. We help decision makers apply higher-level thinking to daily tasks and strategic issues across a host of industries and disciplines including energy, finance, automotive, engineering, technology, maritime and trade, aerospace and defense, chemical, and economics and country risk.
Headquartered in London, IHS Markit (Nasdaq: INFO) is committed to sustainable, profitable growth.