At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
A market leader in providing financial solutions to global markets is seeking an experienced and motivated Technical Support Analyst to support the Production and UAT environments of its asset servicing/corporate actions product for live clients.
The successful candidate will act as a liaison between clients and Broadridge’s technology and operations teams to ensure the successful delivery of product releases, from UAT to steady-state production. Utilizing excellent client-facing, problem-solving, and technical analysis skills, you will validate release deployments, set up environments, configure products, and proactively detect and address issues. Your response to client-reported issues will ensure corrective actions are delivered efficiently and on schedule.
Key job functions include close collaboration with development, QA, Dev Ops, client delivery, and technology shared services teams to guarantee the successful release of products and effective knowledge transfer, as per Broadridge's standards for change and release management.
Candidates should ideally have a working knowledge of asset servicing and experience with release deployment and vendor testing, preferably from a financial institution's perspective. Confidence, self-motivation, excellent communication skills, and familiarity with back-office processing in capital markets, wealth, asset management, or securities services environments are essential.
Key Job Functions/Responsibilities
Client Support: Proactively engage with clients to prioritize issues, provide timely updates, manage defect prioritization, and drive client calls on priority issues and incidents.
Environment Support: Offer day to day support for product releases and UAT in nonproduction client facing environments, including setup and configuration.
Environment Health Checks: Monitor for issues proactively to maximize nonproduction environment availability.
User Testing Support: Triage incoming issues and verify alignment with functional and technical scope, coordinating corrective bug and data fixes as needed.
Root Cause Delivery: Collaborate with technical and functional delivery teams (including Dev Ops) to implement and validate releases into UAT environments.
Status Reporting: Communicate progress with client users, technical staff, and Broadridge stakeholders, escalating issues to management as necessary.
Deployments: Coordinate release and change delivery with technical teams in compliance with Broadridge change management policies.
Planning: Prioritize and deliver reported defects and data fixes to ensure release integrity and production stability.
Knowledge Transfer: Provide effective knowledge transfer to clients and operational teams, including ad hoc training if required.
Mentor: Oversee and train junior associates
Continual Improvement: Identify opportunities for process improvements and update documentation, team collaboration sites, and operating procedures.
Basic Skill Level Requirements
Qualifications:
Bachelor’s degree required, preferably in an IT discipline.
5+ years’ experience working in a Business/Client Facing or Application Support role, preferably in the Financial Services industry.
ITIL v3/v4 Foundation preferred.
Experience:
Extensive experience in a business/client-facing application support role.
Proven knowledge of asset servicing lifecycle/corporate actions.
Familiarity with industry standards for software release and UAT support.
Experience with Dev Ops, especially in an AWS environment.
Proficiency in incident, change and problem management.
Skills:
Excellent verbal and written communication skills.
Proactive self-starter with the ability to manage shifting workloads.
Strong critical thinking and problem-solving abilities; experience with debugging tools.
High attention to detail and delivery-focused mindset.
Strong client-facing skills.
Ability to challenge and understand detailed requirements.
Flexibility to work outside regular hours to support…
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