Operations Technology; Enate Support Analyst

Position: Operations Technology (Enate) Support Analyst
It’s never been a more exciting time to join Vistra.

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that

We have an exciting opportunity for you to join our team as Operations Technology (Enate) Support Analyst. This full-time and permanent position is based in India (remote) and offers global coverage, allowing you to make a significant impact to our Operations and its growth.

Purpose of the role
- The key role of an Enate Support Analyst is to provide responsive, quality support to our users for our global workflow management system. You will use knowledge-based tools to diagnose, research, resolve application issues, and documenting this in our incident tracking system. This role is a critical part of Vistra’s growing Enate centre of excellence team.

About the Operations Technology Team

The Operations Technology team acts as the Operational business owner for key Service Delivery applications across Corporate & Fund Services. Corporate Services domain areas include Entity Management, Document Management Systems (DMS), Client KYC and Screening, Client Regulatory Filings, Client Accounting and Payments and Productivity apps such as Workflow Management. We translate commercial and market business requirements into actionable needs and executable application roadmaps.

The team is responsible for executing the Service Delivery application strategy, deploying enhancements, and application implementation.

Scope / key responsibilities:

- Respond to user requests in a timely, accurate way through our Enate and Service Desk Plus ticketing system
- Troubleshoot and resolve issues related to Enate and other supported applications by engaging with users via phone or web sessions.
- Maintain a strong understanding of the Enate platform, including its configuration, integrations, and features
- Provide proactive support for Enate workflows, including email triage, process orchestration, and case management.
- Learning and staying proficient in any needed applications supported by the team
- Work collaboratively with cross-functional teams to resolve user issues, escalate issues to appropriate team members and ensure tickets are solved within the agreed SLA’s
- Create/maintain documentation and knowledge articles in Enate, Service Desk Plus to support the team and end users
- Contribute to testing new features or configurations in Enate to validate performance and usability
- Act as champions of Enate within the team, ensuring a deep understanding of the platform and its functionalities.
- Take ownership of upskilling other application support team members by sharing knowledge of updates, upgrades, and best practices, as well as onboarding new team members to the Enate platform
- Uphold Vistra’s values by promoting a culture of professionalism and teamwork
- Handle any ad hoc duties as assigned

Key requirements:

Relevant Experience & Skills

- Minimum of 2.5–3 years in an Application Support role, preferably with experience in workflow tools or process orchestration platforms
- Familiarity with workflow management tools or similar platforms;
Enate experience is a strong plus.
- Experience in supporting, troubleshooting and testing web/on premise applications
- Experience in logging requests in Ticketing system
- Strong problem solving, analytical and interpersonal skills
- Professional fluency in English, both written and oral
- Enthusiastic and high professional integrity
- Key player in contributing to the team’s success
- MS Office/O365

Education and Professional

Qualifications:

- Bachelor's degree, or a related field or comparable working experience

Join us! A powerful combination

It’s never been a more exciting time to join our organisation with over 9000 colleagues in 50+ jurisdictions across the globe. We’re seizing the opportunity to create a purpose-led organisation that will unlock significant value for our business, our clients, and our people.

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!