Premier Client Technology Services Support Analyst, Senior Associate

Who we are looking for

The Premier Client Technology Services Client Analyst is a key role that oversees all aspects of client’s daily data interaction with State Street systems. This is a client facing IT role, in Business Client Services, within the Production Management team, and is vital to ensure delivery of a first class service to our valued clients. The analyst will monitor communications, and status updates, related to in scope applications to determine when there are issues related to IT systems. The analyst will follow procedures to triage, or escalate issues, to the Premier Client Technology Services regional Leads and stay engaged to assist in the oversight of the incident until resolution. The analyst will ensure frequent and accurate communications to interested parties throughout the issue.

What you will be responsible for

As Premier Client Technology Services Client Analyst you will

• Act as first level client contact point for incidents or requests impacting client’s core functionality.
• Manage the end to end client communications related to ensuring production readiness between multiple key systems.
• Help to resolve or escalate issues that arise by interacting with other system monitoring groups and following standard procedures and working with Front office data support team.
• Effectively communicate to downstream parties to keep them apprised of incident progress.
• Coordinate issue escalation and handoff according to operation procedures.
• Prepare and maintain documentation on systems and processes that impact clients.
• Adhere to all documented standards, guidelines and procedures.
• Perform special projects and other tasks as assigned by the Team Manager.
• Recommend and implement improvements to current process.
• Contribute to analysis and planning of operating model with the aim of standardizing processes and establishing best practice.
• Build a trusted relationship with clients and become primary contact as relates to daily IT support

What we value

These skills will help you succeed in this role

• Ability to prioritize, manage multiple requests and meet deadlines, both as an individual contributor and supportive team member.
• Demonstrated practical, hands-on, “can-do” approach, and the ability to work efficiently and creatively.
• Excellent customer service skills, and interpersonal, verbal, and written communication skills.
• Must be able to share and communicate issues and processes in verbal and written form in a clear and concise manner.
• Ability to achieve results without close supervision.

Education & Preferred Qualifications

• 1-3 years of Technology Analyst experience preferred
• General knowledge of financial services.
• Excellent PC skills, proficiency in Microsoft Office.
• Service Now experience (preferred).
• Middle Office and or Back Office application experience would be helpful.
• (Middle Office – RKS, ESP, EDW, MYSS)
• (Back Office – MCH, FDR, MDB)

Additional requirements

• This is a shift based role (between the hours of 6am to 11pm)
• The team operates on a 24 x 7 basis, so shifts include weekends
• Current shift requirement is 12pm - 8pm ET to include weekends on a rotational basis

Are you the right candidate? Yes!

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From