Product Support Analyst
1d ago

What are we trying to do? Wall Street Systems is a market leader in treasury, central banking and FX trade processing solutions.

Its functionally rich and scalable solutions are used by the world’s largest corporations and financial institutions to improve workflow, manage risks and increase overall productivity throughout the enterprise.

The Client Support Team works in a global environment with top corporations and central banks across the world. Our team provides L1 / L2 / L3 support for all the issues faced by customers with quality resolution.

Additionally, we act as a bridge between our customers and various internal teams, providing support on a rotational shift basis for the US / Europe / India.

What do we need help with? We need a strong Business Analyst with excellent problem-solving skills to solve customer issues that may arise from a wide range of functionalities and technologies on the product.

The Business Analyst should be intuitive finding the best approach for any problem. Additionally, the Business Analyst should have the appetite to update his / her skill set continuously in the ever-changing work dynamics. What you will do?

  • Provide Wallstreet Suite application support to a wide range of clients.
  • Provide accurate and considered analysis of issues along with appropriate solutions to meet the client’s requirements.
  • Configure the Application to accurately represent the client business and meet their functional requirements.
  • Create detailed test cases for R&D, when a software defect is identified, so that the problem can be resolved in the most efficient way and ensure maintenance support on the existing functionality.
  • Contribute proactively to the development of the system by suggesting improvements to software functionality and documentation.
  • Occasionally provide training and contribute to the development of training material and take part in sales support, product management, R&D and QA testing or professional services work, when requested by such departments and approved by the Client Services management.
  • Respect and apply Wall Street Systems general policies. What you’ll need to know :
  • Knowledge of Financial Markets, Treasury and or Cash Management acquired through minimum 2 years of experience in the financial or treasury industry working in a relevant field such as Risk Management, Product Control, Trading or Financial Consulting.
  • Relevant degree qualification in numerate subject e.g. math, physics, engineering, business, quantitative economics / finance.
  • Knowledge of treasury risk systems. Specific knowledge of Wallstreet Suite is an advantage. Required capabilities :
  • Bachelor Degree in Finance or another related discipline
  • Experience working with Treasury and / or Portfolio Management system is a plus;
  • Very strong problem-solving capabilities and a proven track record in a problem solving environment are desirable;
  • Clear, concise oral and written communication skills;
  • Client relationship management skills;
  • Ability to decide when a problem requires referral or support from outside own functional area;
  • Ability to react positively to changes in workload, targets, and plans;
  • Good organizational and time management skills, and the ability to adhere to processes;
  • Ability to cover the business in US timezone;
  • Fluent in English; any other language is an advantage; Technical :
  • SQL skills and understanding of basic database structure. Preferred Capabilities :
  • Experience working on a support team within a multi-cultural environment is an asset
  • Ability to communicate effectively across all business functions, self-motivated and service minded
  • Ability to work independently as well as within a team
  • Ability to work on several tasks at the same time
  • Ability to meet deadlines and work well under pressure, especially in a constantly evolving environment
  • Ability to read and understand Service Level Agreements and exhibiting commercial awareness.
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