Senior Employee Support Analyst

Overview

Senior Employee Support Analyst supporting a diverse set of products and services within an agile cross-functional product development team, owning products in production and delivering a frictionless experience to end-users.

What you'll do

• Support a diverse set of products and services, applying technical knowledge to assist end-users and stakeholders.
• Research to identify issues, provide timely resolution, and communicate outcomes to all appropriate team members.
• Communicate effectively to convey complex technical information via email, chat, ticketing system, and attendance in bridge calls; understand and educate end-users on complex user experiences.
• Contribute to the knowledge base for end-users and support analysts.
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues; demonstrate a high sense of ownership of issues in the product ticket queue, being responsive and providing timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically about client requirements, problem-solving, and project management.

What you'll need

• A bachelor's degree in computer science or a related field.
• 3+ years of experience in Application Production L1 (Level 1) and L2 (Level 2) support.
• Ability to work independently and manage time and multiple concurrent priorities.
• Ability to collaborate successfully with team members.
• Excellent troubleshooting skills.
• Knowledge of Service Level Agreement management, Incident management, Service request handling, and Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk, etc.
• Knowledge of technologies such as .NET / Python / AWS / JavaScript / any JavaScript framework.
• Ability to debug SQL queries and stored procedures in a relational database management system (RDBMS).
• Excellent communication skills: verbal, listening, reading, writing.
• Ability to work with multiple teams: end users, functional teams, release manager, development team.
• Availability to work on rotation shifts between North American and Australian shifts.

Nice to have

• Demonstrated domain knowledge in financial/investment data and/or analytics.
• Working knowledge of monitoring tools, e.g., Splunk, New Relic, etc.

Details

• Location: Vashi, Navi Mumbai.
• Work mode: hybrid, 4 days working from office.
• Shift: General Shift, 10:00am to 7:00pm.
• Works with team members in North America and Mumbai and supports DBRS Morningstar's global offices.