EDM 2nd Line Technical Product Support Officer

EDM 2nd Line Technical Product Support Officer

Grade Level (for internal use): 08

The EDM Technical Product Support Officer is part of a global team based in Manchester, Dallas, Sydney and India. The team is responsible for supporting our on‑premise and hosted clients by in‑depth investigation, analysis, reproduction and resolution of customer issues, advising on workarounds, and identifying issues for bug fixing by the development team. Interacts with clients and colleagues via our service portal, email and telephone.

On‑call support is required on a rota basis with additional payment. The team in Manchester has 6 members with a wide range of experience, prides itself on teamwork and professionalism, and works in a flex environment, mainly remote.

EDM is a data management platform that acquires, validates and distributes trade, operational, risk, finance and customer data. It creates a single, version of the truth in a consistent, fully audited environment. Firms benefit from greater control, ongoing compliance and transparency of their data. The role provides installed clients with support and guidance on issues they are facing with the software and resolves any questions or queries related to the software.

Hosted clients’ environments are also supported; we review and resolve any errors or issues within the production environments in a timely manner. Failure to resolve issues in a timely manner impacts clients directly as they cannot make critical business decisions.

• The successful candidate will be trained on the EDM application and on the informational needs of modern financial institutions.
• The role is dynamic and offers a fantastic opportunity to build a solid career solving the data management issues of global top‑tier financial, energy, maritime and trade institutions.
• Potential to learn new and cutting‑edge technologies such as AWS and SaaS.
• As multiple internal solutions integrate with EDM, there is potential to learn other technologies and software within the company.

• Join regular managed client calls and adhoc on‑prem client calls.
• Provide high‑quality product support to clients via email, phone and screen shares.
• Understand, replicate and resolve client enquiries.

• University Degree (2:1) or equivalent.
• Proficiency in SQL.
• Experience in database management using MS SQL Server and/or Oracle.
• Knowledge of Active Directory, an understanding of XML and of Amazon Web Services.
• Personal impact.
• The candidate should be outgoing, flexible, inquisitive and self‑motivated.
• Excellent problem‑solving skills and ambitious, looking to build a career in a fast‑moving environment.

• Excellent oral and written communication skills with effective, appropriate communication with both external clients and internal EDM teams.

• The Product support team is made up of many talented people based in offices worldwide. The candidate must be able to fit into this structure and communicate with both business and technical people in a professional manner.
• The Product Support team is a friendly, close‑knit team who share ideas and contribute to improving the support offering for our client base. The successful candidate must be eager to work in such an environment.

We pride ourselves on our agility and diversity, and welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can. Hybrid working – at least 2 days per week in office is mandatory.

• Health & Wellness:
  Health care coverage designed for the mind and body.
• Flexible Downtime:
  Generous time off helps keep you energized.
• Continuous Learning:
  Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future:
  Secure your financial future through competitive pay, retirement planning, a continuing education program with a company‑matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: S&P Global has…