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Senior Employee Support Analyst

Senior Employee Support Analyst

MorningstarIndia
3 days ago
Job description

This job is with Morningstar, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Responsibilities

  • 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 communication of 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.
  • Build a 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 the issues in the product ticket queue. Be responsive and provide 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 when it comes to understanding client requirements, problem-solving, and
  • project management

    skills

    Requirements :

  • 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
  • 2+ years of experience of managing applications involving technologies such as.net / python / AWS
  • /  JavaScript / Any

    JavaScript framework

  • 2+ years of experience debugging SQL Queries and Stored Procedures in a relational
  • database management

    system (RDBMS).

  • Ability of troubleshooting applications independently with multiple concurrent priorities.
  • Ability to collaborate successfully with team members & teams (end users, functional teams,
  • release manager,

    development team)

  • Knowledge of Service Level Agreement management, Incident management, Service
  • request handling,

    Application Monitoring (alerts, logs), etc.

  • Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
  • Excellent communication skills - verbal, listening, reading, writing
  • Qualifications :

  • A bachelor's degree in computer science or related field
  • Good to have :

  • Demonstrated domain knowledge in financial / investment data, and / or analytics
  • Working knowledge of monitoring tools e.g., Splunk, New Relic etc.
  • Morningstar DBRS is an equal opportunity employer

    Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

    R11_DBRSRatingsGmbHIndia DBRS Ratings GmbH, Branch India Legal Entity

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    Senior Support Analyst • India

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