Application Support Analyst – CRM & Analytics – IT

Full time - Permanent
New York
Posted 3 weeks ago

Application Support Analyst – CRM & Analytics – IT

CRM & Analytics Team Overview:

The CRM & Analytics team is a highly strategic and cross-functional team responsible for leading the firm’s global digitalization effort. This initiative, spanning all client-facing business units and corporate functions, will drive innovation and strategic change through technology, data science, and deep analytics.  The team partners with key business leaders and industry experts to build transformational technology to drive revenue, maximize efficiency, and optimize the allocation of resources. The CRM & Analytics team is at the forefront of company’s cloud initiative, leveraging best-in-class cloud-based technologies to replace legacy on-premises solutions to provide intelligent trend insights, actionable opportunities, decision support, and transparency into all client and business-related activities.

Seeking an Application Support Analyst to play an instrumental role in support the firm’s Client Relationship Management (CRM) application. Individual will also support various day-to-day support requests, troubleshooting, user reporting issues/bugs, conduct front-end testing and any other administrative functions.

  • Primary Responsibilities:
  • Triage new issues without pre-defined resolution performing root cause analysis
  • Ability to decipher when failures are due to functionality vs. data issues
  • Be knowledgeable about all defined functionality in order to differentiate bugs vs enhancements
  • Perform advanced diagnostic tools
  • Determine work arounds to provide resolution
  • Continuously document resolution approach to build knowledgebase
  • Escalate to appropriate Level III where necessary managing issues till resolved
  • Salesforce and/or Tier1 experience preferred
  • Possess curiosity and relentless desire to solve hard problems

Required Background:

  • IT Background
  • Financial Services industry experience

Job Features

Job CategoryBanking, Banking & Finance, Finance, Information Technology, Technology

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