About the role
Job Description
Primary Responsibilities
* Hands-on day-to-day user application support * Ensuring issues are addressed within specified SLA timeframes * Troubleshooting issues and working with others to ensure root causes are identified and remediated * Establishing and maintaining key relationships with business stakeholders * Communicating with external vendors and Fund Administrators when issues arise * Proactively monitoring system activities (jobs, machine resources etc.) to ensure smooth operation * Identify recurring production support items and executing on recommended automations/validations/health checks to eliminate these issues * Maintaining application, server and environment configurations * Enforcing data, security, application, integration and operational standards and policies * Working closely with the GTS engineering team in transitioning new systems or upgrades to the production environment * Documenting issues and resolutions in Confluence knowledge base
Qualifications
Professional Experience
* Minimum 4 years of relevant IT experience in customer service or helpdesk/application support required * Strong experience providing end-user/business-facing white glove support * Self-motivated and interested in understanding business user needs to drive efficiency and a culture of continuous improvement * Experience with application administration (monitoring, managing system configuration and working with infrastructure/development teams) * Prior experience in financial services preferred (especially credit & private equity) * Experience working with multiple application and staffing vendors * Excellent communication, collaboration and interpersonal skills * Ability to proactively identify issues and work with delivery teams to mitigate risks * Capable of driving vendors to deliver against goals in difficult situations (limited resources, tight timelines, small budgets) * Understanding of fund and portfolio management business practices and processes, including knowledge of alternative asset fund raising, accounting practices and legal entity/partnership concepts highly desirable
Additional Information