Senior Support Analyst

Position: Senior Employee Support Analyst
This job is with Morningstar, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users    and stakeholders.

• Research to identify issues; provide timely resolution, and communication of outcomes to all appropriate team members.

• Communicate 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.

• Build a 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

Requirements:

• 3+ years of experience in Application Production L1 (Level
1) & L2 (Level
2) support.

• 2+ years of experience of managing applications involving technologies such  python/ AWS    / JavaScript/Any    JavaScript framework

• 2+ years of experience debugging SQL Queries and Stored Procedures in a relational    database management    system (RDBMS).

• Ability of troubleshooting applications independently with multiple concurrent priorities.

• Ability to collaborate successfully with team members & teams (end users, functional teams,    release manager,    development team)

• 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, Service Now, JIRA, Redmine, CA Service Desk etc.

• Excellent communication skills - verbal, listening, reading, writing

Qualifications:

• A bachelor's degree in computer science or related field

Good to have:

• Demonstrated domain knowledge in financial/investment data, and/or analytics

• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar DBRS 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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