The #1 Site for IT and Engineering Jobs - search all IT and Engineering  jobs.
Myk46y6x1s82p54yxz1

Support Analyst (Customer Service)

Job Description

Job Title: Support Analyst (Customer Service)
Location: Woodcliff Lake, NJ
Job Type: Contract
Duration: On-going (multiple years)
Contact Info: Stuart Schwartz - SSchwartz@execu-search.com - 201-786-2425

***This is a Support role for the business group, NOT a Business Analyst role***
In a nutshell, our client has an internal risk assessment application that is used globally by their organization. User's that are having issues using this application submit support 'tickets ' that are funneled to an internal inbox. The Support Analyst's main responsibilities will be monitoring this inbox and providing business support to the global user base that spans several different time zones.
 
This is an operational support role associated with the ongoing support of client's proprietary risk management systems and processes that help client comply with risk management policies and regulatory requirements.

  • Experienced team member working in the Team responsible for providing Global Application Support encompassing mailbox monitoring, Remedy tracking and reporting, and support of the application, with occasional extended support during nights/weekends/holidays as needed:
  • Provide assistance to professionals by answering Global Support business inquiries via an Outlook mailbox
  • Perform daily tasks and processes to support the ongoing use of multiple global risk applications
  • ServiceNow ticket reporting
  • Production issues management tracking
  • Individual who can work independently, interact with all levels of management, and as part of the team.
  • Work with the Manager and Risk & Regulatory Process Leads to analyze, execute and support business requirements.
  • Continuously monitor system for data integrity and defects and work with the Risk & Regulatory Process Leads and ITS teams to resolve issues.
  • Provide suggestions on process improvements and application enhancements based on mailbox demand and trends
  • Help manage data integrity processes to ensure quality over current data.
  • Oversee modifications and general troubleshooting of the applications, and proactively anticipate and resolve potential issues regarding how those would affect the data in the system or even how the data would be presented with the modifications in place.
  • Perform special projects as requested by management.
  • Perform User Acceptance Testing and report findings to the Risk & Regulatory Process Leads and ITS teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live
  • Develop and maintain processes and become a subject matter expert of the team's main processes and controls
  • Should possess the ability to handle multiple projects and/or tasks simultaneously.
  • Train and coach new team members and check on their learning progress
  • Create and maintain team documentation and collaboration site
  • Utilize several data resources to research and analyze corporate structures, entities, and securities.
  • Write and perform complex database queries as a means of increasing departmental efficiency.

Job Requirements

Skills:

  • Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point and Access.
  • Must have the ability to work with and communicate with the business and ITS staff regarding system requirements and modifications to the data.
  • Candidate must possess excellent organizational skills with attention to detail.
  • Ability to prioritize and facilitate assignments with minimal supervision
  • Strong oral and written communication skills.
  • Strong customer relationship management skills and analytical ability, and the ability to work effectively with customers and ITS management/staff.
  • Good interpersonal skills with demonstrated success in dealing with diverse functional teams
  • Research & Troubleshooting Skills – detail oriented
  • Possess a high level of motivation with a strong commitment to customer service and continuous improvement.
  • Ability to handle multiple tasks and support special project needs
  • Familiarity with HTML and SQL
  • Big 4 experience is a plus

Education:

  • Must have a Bachelor's degree or 3-5 years business experience

Job Snapshot

Location US-NJ-Westwood
Employment Type Full-Time
Pay Type Hour
Pay Rate $0.00 - $30.00 /Hour
Store Type Other
Apply

Company Overview

Techlink

TechLink is an IT services company that provides consulting, right to hire, and direct placement services to major companies across the country. Our corporate headquarters are located in Mahwah, New Jersey. Learn More

Contact Information

US-NJ-Westwood
Stuart Schwartz
201-786-2425
Snapshot
Techlink
Company:
US-NJ-Westwood
Location:
Full-Time
Employment Type:
Hour
Pay Type:
$0.00 - $30.00 /Hour
Pay Rate:
Other
Store Type:

Job Description

Job Title: Support Analyst (Customer Service)
Location: Woodcliff Lake, NJ
Job Type: Contract
Duration: On-going (multiple years)
Contact Info: Stuart Schwartz - SSchwartz@execu-search.com - 201-786-2425

***This is a Support role for the business group, NOT a Business Analyst role***
In a nutshell, our client has an internal risk assessment application that is used globally by their organization. User's that are having issues using this application submit support 'tickets ' that are funneled to an internal inbox. The Support Analyst's main responsibilities will be monitoring this inbox and providing business support to the global user base that spans several different time zones.
 
This is an operational support role associated with the ongoing support of client's proprietary risk management systems and processes that help client comply with risk management policies and regulatory requirements.

  • Experienced team member working in the Team responsible for providing Global Application Support encompassing mailbox monitoring, Remedy tracking and reporting, and support of the application, with occasional extended support during nights/weekends/holidays as needed:
  • Provide assistance to professionals by answering Global Support business inquiries via an Outlook mailbox
  • Perform daily tasks and processes to support the ongoing use of multiple global risk applications
  • ServiceNow ticket reporting
  • Production issues management tracking
  • Individual who can work independently, interact with all levels of management, and as part of the team.
  • Work with the Manager and Risk & Regulatory Process Leads to analyze, execute and support business requirements.
  • Continuously monitor system for data integrity and defects and work with the Risk & Regulatory Process Leads and ITS teams to resolve issues.
  • Provide suggestions on process improvements and application enhancements based on mailbox demand and trends
  • Help manage data integrity processes to ensure quality over current data.
  • Oversee modifications and general troubleshooting of the applications, and proactively anticipate and resolve potential issues regarding how those would affect the data in the system or even how the data would be presented with the modifications in place.
  • Perform special projects as requested by management.
  • Perform User Acceptance Testing and report findings to the Risk & Regulatory Process Leads and ITS teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live
  • Develop and maintain processes and become a subject matter expert of the team's main processes and controls
  • Should possess the ability to handle multiple projects and/or tasks simultaneously.
  • Train and coach new team members and check on their learning progress
  • Create and maintain team documentation and collaboration site
  • Utilize several data resources to research and analyze corporate structures, entities, and securities.
  • Write and perform complex database queries as a means of increasing departmental efficiency.

Job Requirements

Skills:

  • Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point and Access.
  • Must have the ability to work with and communicate with the business and ITS staff regarding system requirements and modifications to the data.
  • Candidate must possess excellent organizational skills with attention to detail.
  • Ability to prioritize and facilitate assignments with minimal supervision
  • Strong oral and written communication skills.
  • Strong customer relationship management skills and analytical ability, and the ability to work effectively with customers and ITS management/staff.
  • Good interpersonal skills with demonstrated success in dealing with diverse functional teams
  • Research & Troubleshooting Skills – detail oriented
  • Possess a high level of motivation with a strong commitment to customer service and continuous improvement.
  • Ability to handle multiple tasks and support special project needs
  • Familiarity with HTML and SQL
  • Big 4 experience is a plus

Education:

  • Must have a Bachelor's degree or 3-5 years business experience
Myp6pp6fk7b14qfnhmd
Sologig Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn More

By applying to a job using sologig.com you are agreeing to comply with and be subject to the workinretail.com Terms and Conditions for use of our website. To use our website, you must agree with theTerms & Conditionsand both meet and comply with their provisions.
Support Analyst (Customer Service) Apply now