Our client is extending its capabilities to include project and technical support for investment banking clients, initially in Saudi Arabia but potentially also in other Gulf countries.
The Support Analyst will be part of a team to run and maintain FIS software for clients. This role will involve providing application and technical support and to deliver external and internal training on a regular basis.
The Support Analyst will have experience of supporting applications within the investment operations & fund accounting area and will join a team responsible for the provision, availability and operations of our production systems and processes.
Role Description
Provide 1st and 2nd level of support across all supported applications, developing a resolution for customer issues based on product and industry knowledge
Adopt existing support processes and ensure that production systems remain operational
Specify and manage minor patches and enhancements to be implemented under change control
Incident management, problem management and problem resolution
Develop and maintain client relationships, requiring deep technical and functional expertise
Troubleshooting application issues in the production environment
Perform other tasks as assigned
Background and Experience
Bachelor’s Degree or higher in Finance, Accounting or other relevant fields of study, or the equivalent in education and experience
Experience in an investment operations role, specifically in fund accounting is a plus
Experience using MS SQL Server database tools and Crystal Reports
Experience in a client services role, supporting software
Business Skills and Competencies
Hands-on experience supporting software applications in a large corporate services environment
Exposure to software development
Ability to apply analytical and troubleshooting skills to customer issues
Knowledge of Customer Services procedures and operations
Personal Skills and Competencies
High degree of organizational and time management skills, with attention to detail
Perform tasks at the highest level of integrity
Ability to present information in user-friendly language
Experience working in a team-oriented, collaborative environment, with strong customer service orientation
Self-motivated, with the ability to manage multiple conflicting priorities, while continuously prioritizing deliverables
CV to : knakhle {at} net - recrute . com