Client Services - Consultant

Bravura’s Commitment and Mission At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture. As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers. About The Role The Sonata Application Support Consultant will be providing front line support for Bravura Solutions clients using the Sonata Administration Platform. In addition, the Sonata Support Consultant will have responsibility for managing the client issue lifecycle; the analysis, replication and testing of identified defects with a solution-oriented approach; and escalating requests to the appropriate development and consulting teams. Key ResponsibilitiesThe analysis and resolution of issues raised by Clients including :

• Identification of faulty software and omissions in functionality (debugging code where necessary)
• Correction of data (Data Fix) where required on client databases
• Correction of problems caused by incorrect use of application functionality
• Correction of system configuration faults
• Actively responding to clients relating to service requests and product defects.
• Respond to client queries and incidents as per defined service level agreements.
• Routing defects, service requests or enhancements to the appropriate teams within Bravura as required.
• Ensuring severity, impact and risk of incidents is understood and escalate to management if required.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
• Facilitate and attend client meetings to discuss incident management and support processes
• Look ways to optimize the IRT (Incident Response Time) with acceptable quality parameters.
• Assist junior team members with their stuck issues and act as a mentor.
• Work with SDMs and clients to facilitate issues requiring feedback.
• Review the SLAs on tickets assigned to ensure that a timely response is provided.
• Promote the Problem-Solving Techniques within the team and foster application of its use.
• Escalate capacity and capability issues to respective Squad Lead.
• In Leads absence, manage the Squad scrum and keep up-to-date status of issues assigned to team members. Help Squad members with any impediments and work as first point of escalation.(Position Overview / The Sell)

Unleash your potential To be successful in this role, your background and experience will include :

Technical

Personal

Working at Bravura Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.

So, what’s next? We make hiring decisions based on your experience, skills and passion so even if you don’t match every listed skill or tick all the boxes, we’d still love to hear from you. Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know. All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.