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 :

About us :

Were a diverse group of visionary innovators who provide trading and workflow automation software high-value analytics and strategic consulting to corporations central banks financial institutions and governments. Founded in 1999 weve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

Over 2000 of the worlds leading corporations including 50% of the Fortune 500 and 30% of the worlds central banks trust ION solutions to manage their cash in-house banking commodity supply chain trading and risk.

Over 800 of the worlds leading banks and broker-dealers use our electronic trading platforms to operate the worlds financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13000 employees and offices in more than 40 cities around the globe. Our ever-expanding global footprint cutting edge products and over 40000 customers worldwide provide an unparalleled career experience for those who share our vision.

Learn more at .

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience :

Senior IC

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

Employment Type : Full Time

Experience : years

Vacancy : 1