Global Advisory Business Application Support Analyst, NY

About Us

Rothschild & Co is a leading global financial services group with seven generations of family control and a history of over 200 years at the centre of the world’s financial markets. Our expertise, intellectual capital and global network enable us to provide a distinct perspective that makes a meaningful difference to our clients, communities and planet. We have 4,600 talented specialists in over 40 countries, delivering a unique global perspective across four market‑leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows.

As a family‑controlled business built on relationships, we place a huge emphasis on our people and find the right colleagues to advance our business. Rothschild & Co is committed to an inclusive and supportive environment where different perspectives are valued. We focus on attracting, developing, retaining and progressing high‑calibre talent to ensure we and our clients benefit from the value of difference.

Business Application Support Analyst provides front‑line support for Global Advisory’s client relationship management (CRM) platform – principally Deal Cloud. Based in London, Paris, and New York, the role delivers regional coverage during business hours to ensure continuity of service. As the first point of contact for CRM queries (we are transitioning from Microsoft Dynamics to Deal Cloud), the analyst triages requests, resolves user, workflow and data issues, and escalates system incidents through established Service Now channels.

Beyond reactive support, the role is a CRM subject‑matter expert – guiding users on workflows and best practice, driving adoption through onboarding and ad‑hoc training, and identifying recurring issues to improve data quality, documentation and service delivery. Support for other Global Advisory applications (e.g. Microsoft Teams/SharePoint, Power BI, Rogo Ai) forms a secondary part of the remit.

• Regional Application Support
  • Serve as the primary regional point of contact for the newly rolled out Deal Cloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
  • Monitor the CRM support mailbox and Service Now queue, responding to user queries and aiming for same‑day resolution.
  • Work with global colleagues to ensure communication and adoption of processes and application changes.
• Process Workflow & User Enablement
  • Deliver ad‑hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
  • Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
• Triage, Resolution & Escalation
  • Assess incoming requests to distinguish between user/process issues and genuine system incidents.
  • Perform Level 1 triage, applying known fixes and workarounds before escalation.
  • Log Incident Management system tickets (Service Now) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
• Cross‑Application & Operational Support
  • Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
  • Participate in incident post‑mortems where appropriate, contributing to root cause analysis and improvement actions.
  • Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
  • Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.

• Bachelor’s Degree in Information Technology, Computer Science or related field.
• 1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
• Hands‑on experience working with service ticketing / ITSM systems (Service Now preferred), including logging, prioritising, escalating, and documenting issues.
• Exp…