Job Description

• Respond to requests for technical assistance via phone and email.
• Diagnose software issues and recommend the appropriate solution.
• Provide follow-up and status update calls to clients.
• Analyze problems, answer questions, and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Identify and implement efficiencies and improvements to standard processes and procedures, such as automation through scripting and programming.
• Align risk and control processes with day-to-day responsibilities to supervise and mitigate risk, and escalate appropriately.
• Coordinate with Engineering, Product Management, and third-party entities as needed to ensure that open customer issues receive the appropriate attention.
• Follow established procedures and methods when responding to customer requests or inquiries.
• Research questions and issues using available information resources and other product specialists.
• Maintain a detailed log of all customer interactions and prepare resolution reports for customer-reported issues.
• Utilize and administer the help desk software.
• Complete other related tasks as assigned.

Requirements

• Four-year degree in a technical field such as Computer Science, Engineering, or another related technical discipline.
• Four to twelve years of overall experience in financial technology and application production support.
• Exposure to SQL and a fundamental understanding of relational database theory, including specific knowledge of Oracle or Microsoft SQL Server.
• Exposure to one or more structured programming languages.
• Extensive system administration experience, including system configuration management, resource sharing, and operating system fundamentals.
• Relevant technical coursework and/or technical academic projects.
• Familiarity with Salesforce for case tracking is preferred.
• Knowledge of industry principles and new technologies such as cloud computing, virtualization, and Kafka is preferred.
• Proven ability to work in a mission-critical production support environment.
• Thorough understanding of the trade lifecycle and system development lifecycle.
• Experience with the Charles River application or other Order Management and Execution Management Systems is preferred.
• Familiarity with Charles River database tables and the Batch Processes, Imports, and Exports modules is highly preferred.
• Prior experience in trading support, middle- and back-office operations, fund accounting, or trading is highly preferred.
• Strong written and verbal communication and interpersonal skills, with confidence interacting with senior stakeholders.
• Strong analytical and process-analysis skills, with a keen interest in understanding underlying details.
• Demonstrated history of solving complex technical problems with a detail-oriented and analytical mindset.
• Familiarity with Unix/Linux and protocols such as FIX or SWIFT is a plus.
• Demonstrated experience with Oracle or SQL database loads.

Skills and Key Activities

General

• Analytical thinker who can decompose complex issues into fundamental components and perform root-cause assessments.
• Communicates with a high degree of proficiency, both verbally and in writing.
• Able to summarize complex issues in a clear, crisp, and concise manner.
• Demonstrates tenacity and a “whatever it takes” attitude to drive issues through completion.
• Demonstrates a self-starter mentality supported by a strong work ethic.
• Team player who shares openly and willingly.
• Shares knowledge and experience and takes the initiative to keep other team members informed.
• Demonstrates effective time management, organization, and prioritization.
• Follows all methods and process guidelines established as standard support operating procedures.
• Meets or exceeds customer-satisfaction metrics established for the Support organization.

Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.