Client Production Support Analyst

Job Functions/Responsibilities

• Client Support: Work closely and proactively with client in prioritizing the issues, providing timely updates, manage defects prioritization, drive client calls on priority issues and incidents and status. 
• Environment Support: Providing day-to-day support for Product Releases and UAT in non-production Client facing environments, including setup and configuration.
• Environment Health checks: Ensuring proactive detection of issues is monitored for and that non-production environment availability is maximized through.
• User Testing Support: Carry out timely and effective triage of incoming issues, verifying alignment with intended functional and technical scope and coordinating corrective bug and data fixes as required.
• Root Cause Delivery: Engagement with technical and functional delivery teams (including DevOps) to implement and validate release delivery into UAT environments in accordance with agreed release and Client testing plans.
• Status Reporting: Responsible for communicating directly with Client Users and Technical Staff as well as Broadridge Client Delivery Management and other Stakeholders on progress, escalating to the management as required.
• Deployments: Coordinating release and change delivery with technical shared teams in accordance with Broadridge Change Management policy and procedures.
• Planning: Driving the correct prioritization and delivery of reported defects and data fixes to ensure release integrity and protect production stability.
• Knowledge Transfer: Ensure knowledge transfer is effective to both Clients and other operational teams, providing ad-hoc training as required.
• Continual Improvement: Proactively identify opportunities for process improvements, updating documentation including team collaboration sites and operating procedures.

Basic Skill Level Requirements

Qualifications:

• Bachelor's degree required, preferably in an IT discipline.
• 3+ years' experience working in a Business/Client Facing or Application Support role, preferably in the Financial Services industry.
• ITIL v3/v4 Foundation preferred.

Experience:

• 3+ years' experience working in a Business/Client facing Application Support role, preferably in the Financial Services industry.
• Strong working knowledge of Asset Servicing lifecycle/Corporate Actions.
• Knowledge of industry standards for software release and UAT support.
• Working knowledge of DevOps preferably within an AWS environment is advantageous.
• Change Management, Problem Management.

Skills:

• Must possess strong verbal and written communication skills.
• A natural self-starter who can proactively manage a shifting workload.
• Critical thinking and problem-solving skills are key - any experience with debugging tools a bonus.
• Highly delivery focused with a strong attention to detail.
• Excellent client facing skills.
• Ability to understand and challenge the detail.
• The nature of this role will require some flexible working outside of normal working hours to support release delivery to live Clients.

Tools:

Required:

• Good working knowledge of ORACLE or similar RDBMS technology.
• SQL and PL/SQL
• Jira
• SharePoint
• MS Office: Excel, Word, PowerPoint, Visio

Preferred:

• Windows server-based technical environment is a plus.
• DevOps toolset – Nexus, Jenkin, Terraform, Chef
• AWS, C#, Java, Front-end technologies (Desktop and Web-based)

Personal Attributes:

The ideal candidate will be highly energetic, and delivery focused, with the ability to deliver quality results. Client value and production stability is at the heart of everything that the Global Client Delivery and Operations teams do. You will demonstrate consistent professional composure when dealing with Clients and Stakeholders, demonstrate natural ownership and a continuous improvement mindset, be a great teammate collaborating with your team to handle time and priorities as necessary.