Product Support Specialist

Company/ Firm Name

S&P Global/IHS Markit

Location

Dublin, Ireland

Published Date

27 March 2022

About the job:

Department overview:



IMActionsTM is one of the world’s most trusted post-trade software. As an international team of industry experts we architect and deliver intelligent post-trade software applications to the capital markets globally. We have a proven history transforming business models for the world’s premier financial institutions, enabling them to enter new markets, reduce risk, increase profitability and improve service standards.


We do this by seamlessly managing the huge volume and complex processing of all core post-trade services. These include asset servicing, securities and cash processing, and post trade analytics. Our team of experts supports our global customer base from offices in Dublin, New Delhi (Gurgaon), Singapore and Dallas.




Position summary



The Support Analyst position provides support and integration services to our clients for resolution of software and data issues. The Support team work directly with clients, product engineering, business analysis and DBA teams to ensure that any issues raised are resolved in a satisfactory manner. Issues to be resolved are typically quite complex and require detailed investigation.


The position offers a great opportunity for growth within the company. There is also the potential opportunity for analysts to work on site with clients in locations worldwide.




Duties & accountabilities



  • Troubleshoot day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools.

  • Responsible for incident logging, understanding the problem, prioritisation, tracking numerous issues of varying severity, independent assessment of impact and risks, ownership of the issue, and effectively managing the resolution.

  • Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution.

  • Keep up to date with new features and functionality enhancements in the applications being supported

  • Assist in requirements gathering and the delivery of Change Requests.

  • Assist in the preparation of specification documents, business requirements and impact assessments.

  • Assist in the implementation of projects, providing system knowledge and process understanding.

  • Responsible for maintaining relevant documentation.




Education and experience



  • Bachelor’s degree in business or technology

  • Relevant experience of 5 - yrs required

  • Worked in a customer facing role

  • Working knowledge of SQL

  • Trouble Shooting issues

  • Technical and analytical skills

  • Experience supporting users in a complex application environment an advantage

  • Knowledge of capital market, corporate action, trade processing a definite plus

  • Working knowledge of change management



Personal impact



  • Passionate about our business.

  • Excellent problem solving Skills

  • Excellent verbal and written communications skills

  • Attention to detail.

  • Strong inter-personal skills with practical, can-do approach.

  • Self-motivated, proactive work ethic




Equal Opportunity Employer:



S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.


If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.