What you'll do
We are seeking an experienced and proactive professional to join our team and play a key role in supporting customers using our Risk Management application. In this position, you will independently manage complex functional issues, collaborate closely with product development and professional services teams, and contribute to continuous improvement initiatives across the support lifecycle.
This role is ideal for professionals with strong analytical skills and solid knowledge of financial markets, risk management concepts, and troubleshooting methodologies. You will leverage your expertise to provide high-quality customer support and influence product enhancement decisions.
Key Responsibilities
Business and Functional Troubleshooting
This role is ideal for professionals with strong analytical skills and solid knowledge of financial markets, risk management concepts, and troubleshooting methodologies. You will leverage your expertise to provide high-quality customer support and influence product enhancement decisions.
Key Responsibilities
Business and Functional Troubleshooting
- First and second line functional support for banking clients, analyzing complex issues related to credit risk, market risk, liquidity risk, and valuations.
- Act as a subject matter expert for non-defect functional inquiries, assisting clients with configuration, data interpretation, and functional usage aligned with banking processes.
- Identify root causes of defects and provide a clear summary to the development team when reporting the defects, including expected outcome after correction where possible.
- Collaborate with product and professional services teams to ensure comprehensive issue resolution.
- Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
- Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
- Contribute to cross-functional initiatives aimed at enhancing support processes and product features.
- Support the development of internal and external knowledge base content and client-facing documentation.
- Mentor and support junior analysts, providing coaching, technical insight, and best practices for issue resolution.