Senior Support Services Analyst

The Role :

This is an exciting opportunity to join ION as a Senior Support Services Analyst. As Senior Support Services Analyst, you will manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable. You will carry significant responsibility towards managing the most complex client cases.

You will perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.).

You will analyze client requests and requirements, reproduces functional and technical issues, and documents steps to reproduce for SMEs and engineering investigation / resolution. The main responsibilities will consist of solving complex functional, technical and configuration problems, reacting to critical issues on a timely basis and the expert support of clients using ION software. A significant portion of time is spent building client relationships, fixing client issues and liaising with R&D to report issues and work on code and configuration solutions.

You will maintain their cases in a case management system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout ION Corporates. Handles requests, questions, and defects of all priorities, and engages senior resources in the case of escalations. Documents lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.

Key Responsibilities :

• Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature.
• Working day will be for EMEA shift
• After-hours (on-call) work potentially required on a rotational basis
• Troubleshooting, analysis and information gathering of complex support cases.
• Documentation of application issues for escalation to Product Development.
• Client facing communication and conference call management with client representatives.
• Ownership of projects and initiatives assigned by Support Management.
• Submission of application related information into a shared knowledge base
• Contribute updates to documentation for improved application knowledge across the Support Group

Required Skills, Experience, and Qualifications :