20 Oct
Application Support/Client Services Analyst
New York, New york city , 10001 New york city USA

Vacancy expired!

Software Guidance & Assistance, Inc., (SGA), is searching for a Application Support/Client Services Analyst for a Contract assignment with one of our premier Financial Services clients in New York, NY . This position primarily focuses on answering client support tickets escalated by our global client facing level 1 support teams; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex client support cases. In addition to the usual responsibilities of a client services Analyst, the senior analyst will also help to direct and manage the daily operations in support of the client service Team lead. This could include assigning work, serving as an escalation point for problem solving, and serving as a subject matter expert for overall operational support. This position requires software support experience and familiarity of the finance market is preferred. This position is a part of the monitoring and operations group. The position reports into a Client Services Analyst L2 Team lead, and the team has global presence in Tel Aviv, New York and Belfast. The role is requiring work in : Monday - Friday 9:00am 6:00pm, Sunday - once in a month- 9am 4:00pm Responsibilities :

  • Proficiency in English. Strong communication skills.
  • Respond to client escalations which were initially investigated by the L1 team via SalesForce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner.
  • Use SQL queries, UI access and logs tools to assist with your investigation.
  • Serve as both an escalation point and a subject-matter expert in the Traiana applications
  • Answer L1 team's with questions regarding their escalations and General Traiana products functionality.
  • Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS, Product and Infra regarding the escalated tickets.
  • Provide quarterly based training sessions to global the L1 team.
  • Assist in establishing, improving, and documenting and enforcing work processes and procedures.
  • Assist NOC, connectivity and operations teams with client's issues requiring specific business knowledge.
  • Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the team's knowledge and learn new tools and technologies.
Required Skills :
  • Strong analytical skills and ability to collate and interpret data from various sources
  • Ability to liaise with various internal groups (Product / Project Management, Development, Quality Assurance, IT)
  • Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level.
  • Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client.
  • Work experience in an application support role a must.
  • Knowledge/experience in financial industry preferred.
  • Process driven and results oriented.
  • Team focused and collaborative.
  • Ability to operate effectively in stressful situations.
  • Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail.
  • Ability to work flexible hours / shifts
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com . EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.

Vacancy expired!


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