Managed Services Analyst

• Performing extensive troubleshooting and root cause analysis in complex solutions and effectively communicating steps to resolution to internal parties and all levels of customer management where needed.

• Leading projects to improve processes and enhance the client experience

• Researching and resolving data integrity / client inquiries issues. Resolution and communicating delays and/or issues both internally and to the client

• Assist in training and mentoring Managed Service team members.

• Working within clients’ service level agreements (SLAs)

• Run client meetings that discuss open and road map items.

• Working with the Development team by leveraging existing and innovative technology solutions to optimize the internal and customer facing managed service provision processes

• Assist with future Managed Service clients by ensuring proper processes are in place before project is passed to Managed Services.

• Developing and delivering appropriate documentation, knowledge transfer plans and/or mitigation plans as appropriate.

• Strong financial services industry experience with good experience in back-office operations.

• Able to manage complex troubleshooting and issue resolution within a strategic customer environment.

• Able to serve as a subject matter expert for reconciliation and data processes.

• Strong analytical, organizational, communication and documentation skills.

• Experience with or ability to learn data processes including Pulse Data.

• Able to work proactively as part of a team, with excellent problem solving and collaboration.

• Able to discuss, challenge and feedback to technical and non-technical specialist at all levels within the business and wit our customers.

• Willing to learn and able to quickly master new skills.

• Able to demonstrate strong verbal and written communication skills.

• Able to adapt to a diverse customer base and provide exceptional customer service.