Description
The role is within the Application Support team reporting to the Global Application Support Manager.
This role will include investigation of trading and system issues raised by users. The role will include subsequent investigation of those issues to determine potential resolutions and implementing fixes or workarounds as appropriate. The work will also involve liaising with other parties both internally and externally to help achieve the quickest possible resolution of issues.
The successful candidate must have excellent communication skills. Throughout all stages of issue management the role will involve keeping stakeholders informed of current status and progress.
The successful candidate will also have had previous significant exposure to Investment processes and workflows. They will understand Investment management and the underlying systems and processes that support those functions.
The hours of operation are from 08:00 to 18:00 5 days a week. A shift rota is in operation which includes three shifts patterns.
There may be a requirement to work weekends on occasions.
Key Responsibilities
- Resolution of support issues for various systems supported by Application Support
- Keeping stakeholders updated of current status for open issues and owning until resolution.
- Creating documentation/procedures for repetitive tasks, known issues/bugs and detailing key issue resolution steps
- Responsible for user administration within all applications ensuring relevant approval/sign-off is attained by relevant parties (Line Manager and Guideline Monitoring)
- Resolving application issues for all systems supported by Application Support
- Maintaining Support queue via Service Now adhering to internal SLTs and ITIL framework.
- Liaising with vendors, developers and business areas where required to resolved longer term issues.
- Providing generic system training upon request for New Starts/Movers.
- Carrying out daily checks to ensure system availability.
- Handling New FIX Connection requests; ensuring Charles River are aware of new requests and that the support team own until resolution and also conduct (where necessary) FIX testing with the broker whilst also including the business in non-standardised testing and obtaining sign-off before releasing to Production.
- Participating in support rota ensuring there is business coverage between hours of 8am until 6pm (GMT).
Key Skills
- An understanding of the Asset Management Industry
- Exposure to Fixed Income, Equities and Multi Asset would be advantageous
- Able to deliver to tight deadlines, whilst maintaining quality
- Works well under pressure and in front of users
- Excellent knowledge of Charles River system
- Familiar with the CRD database schema
- SQL, must be confident writing and running SQL queries
- FIX (electronic trading)