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Senior Employee Support Analyst

Morningstar
Mumbai, IND
Full-time
Senior · 3+ years experience
Onsite
Discovered 3 weeks ago
awsjavascriptnew-relicpythonservicenowsplunk

Full Job Posting

Responsibilities

  • Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
  • Research to identify issues; provide the timely resolution, and communication of outcomes to all
  • appropriate team members.
  • Communicate to effectively to convey complex technical information, via email, chat, ticketing system
  • and attendance in bridge calls. Understand and educate end-users on complex user experiences.
  • Contribute to knowledge base for end-users and support analysts
  • Make software improvement recommendations to enhance user experience and increase support
  • analyst autonomy.
  • Track, evaluate, and determine resolution approach for credit products and underlying data issues.
  • Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and
  • provide timely updates, follow-up, expedition, and resolution.
  • Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter
  • expert where necessary.
  • Think strategically when it comes to understanding client requirements, problem-solving, and project
  • management skills

Qualifications

  • A bachelor’s degree in computer science or related field
  • 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
  • Ability to work independently and manage time and multiple concurrent priorities
  • Ability to collaborate successfully with team members
  • Excellent troubleshooting skills
  • Knowledge of Service Level Agreement management, Incident management, Service request
  • handling, Application Monitoring (alerts, logs), etc.
  • Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service
  • Desk etc.
  • knowledge of technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
  • Ability to debug SQL Queries and Stored Procedures in a relational database management system
  • (RDBMS).
  • Excellent communication skills – verbal, listening, reading, writing
  • Work with multiple teams – end users, functional teams, release manager, development team.
  • Availability to work on rotation shifts between NA American & Australian shifts
  • Nice to haves
  • Demonstrated domain knowledge in financial/investment data, and/or analytics
  • Working knowledge of monitoring tools e.g., Splunk, New Relic etc.
  • Morningstar is an equal opportunity employer.
  • Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

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