US Support Analyst, BNY Investments

US Support Analyst, BNY Investments

At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance - and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

About BNY Investments:

BNY Investments is a division of BNY, one of the world's largest and most-trusted financial services groups. BNY Investments is a leading investment manager, with $2.1 trillion
* in assets under management as of June 30, 2024. Through an investor-first approach, the firm brings to clients the best of both worlds: specialist expertise from seven specialist investment managers offering solutions across every major asset class, backed by the strength, stability, and global presence of BNY.

We're seeking a future team member for the role of US Support Analyst to join our BNY Investments team. This role is located in Pittsburgh.

The primary responsibility of the Aladdin Support Analyst is to deliver first-line technical support to all users of the Aladdin platform, acting as the initial point of contact for any platform-related queries or issues. This entails promptly addressing user concerns to minimise disruption to business operations and maintain the highest standards of user satisfaction. In addition, the analyst will collaborate closely with both internal business stakeholders and Black Rock representatives to continuously develop, enhance, and refine the Aladdin platform, ensuring users have access to its full suite of functionalities.

This ongoing partnership is vital for identifying opportunities for improvement, implementing new features, and guaranteeing that the platform remains aligned with evolving business requirements and industry best practices.

In this role, you'll make an impact in the following ways:

• Provide first-line technical support to all business teams:
  Serve as the primary point of contact for technical assistance, promptly addressing and resolving issues encountered by users across all business units. Ensure that any technical difficulties impacting workflow are efficiently managed, maintaining a high standard of service and user satisfaction.
• Collaborate with business units to assess and fulfill technology requirements:
  Work in close partnership with various departments to thoroughly understand their operational needs and technology requirements. Proactively identify opportunities to enhance user experience by ensuring access to the necessary tools and platform functionalities required for optimal job performance.
• Partner with Black Rock to triage and resolve Aladdin platform issues:
  Engage directly with Black Rock's support teams to efficiently triage and resolve any technical or functional issues related to the Aladdin platform, ensuring minimal disruption to business operations and the continuous availability of platform features for all users.
• Facilitate ongoing training for staff:
  Deliver comprehensive training sessions and support to existing staff members as necessary, ensuring they remain proficient in the use of the Aladdin platform and related technologies. Adapt training content to address evolving business needs and technology updates.
• Lead and participate in special projects:
  Undertake specific projects as assigned by the Global Head of Aladdin Solutions, contributing subject matter expertise and ensuring successful delivery in alignment with strategic business objectives.
• Maintain strong relationships with Black Rock Aladdin Client Engagement team:
  Work closely with Black Rock's Client Engagement team to foster a collaborative and effective working relationship. Act as a liaison to facilitate communication and ensure that…