Description
SS&C Technologies Holdings (NASDAQ : SSNC) is the world’s largest hedge fund and private equity administrator, as well as the largest mutual fund transfer agency.
SS&C’s unique business model combines end-to-end expertise across financial services operations with software and solutions to service even the most demanding customers in the financial services and healthcare industries.
SS&C owns and operates the full technology stack across securities accounting, front-to-back-office operations, performance and risk analytics, regulatory reporting, and healthcare information processes.
The Role:
- The Wealth Management IT Support group provide Technical Operational support, incident and problem management and participate in change initiatives.
- The team are also responsible for liaising with internal, external and IT colleagues to assist with incident resolution.
- Required to have previous experience working with line of business systems and proven ability to troubleshoot / analyse using SQL to interrogate tables and query data.
- The Advent Wealth Application Support Analyst will be working within a team of support analysts who have a positive attitude towards problem solving and customer satisfaction.
Working Hours :
- The successful applicant will be required to provide support to cover the working day, business hours are 7am - 7pm (GMT)
- On occasion, the applicant might be required to support code releases, or maintenance activities in the evening or weekends.
Responsibilities : Event Monitoring :
Event Monitoring :
- Daily start-up checks, to monitor the health of the application suite.
- Review and act upon events automatically generated by the event management system.
Incident Management:
- Production support of the Advent Wealth application suite.
- Liaise directly with business counterparts to identify and resolve incidents.
- Take ownership of incidents that are assigned to Advent Wealth Application Support Team.
- Diagnose and assign accordingly incidents that have been assigned to the Advent Wealth Application Support Team which require assistance from another business unit.
- Ensure Incidents are accepted, updated and resolved in accordance with the associated SLAs.
- Escalate incidents where appropriate and liaise with Senior Support Analysts to ensure prompt resolution.
Problem Management:
- Take ownership of problems that are assigned to the Support Team
- Ensure Problems are kept active and updated and resolved in line with the Problem management process
Smoke Tests
Execute a selected set of validation scripts with critical functionality to verify an application is ready for testing or production usage following software changes.
Health Checks and Monitoring
Verify and continually monitor the production environment to ensure it is available for use by the business and customers following maintenance outages
Other Responsibilities :
- Create and schedule bespoke reports
- Extract data samples to help troubleshoot incidents
- Support quarterly valuation runs
- Upload client reports to document repository (valuations & tax packs)
- Participation in projects at various stages of the project lifecycle to provide : SME knowledge, Defect Management, Test support, Implementation planning, Implementation support, Early Life Support.
Primary Skills:
- Required experience :
- Application support / bespoke software support
- SQL literacy querying tables, writing select statements, analysing data
- Excellent incident and problem solving skills
- Excellent communication skills
- ITIL Foundation
- Usage of a recognised Service Management Toolset (e.g. Service Now)
- Minimum of 3 years’ experience in a similar role.
- Excellent time management and prioritisation skills
- Experience of working in high pressure environments.
- Ability to manage and perform repeatable standard processes.
- Ability to forge strong relationships with internal customers and business areas
- Ability to manage an incident through to resolution
- Experience of working within an ITIL Environment