Senior Support Analyst

2 weeks ago

London, United Kingdom ION Group Full time

We are looking for an experienced professional who can manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable, carry significant responsibility towards managing the most complex client cases. Our company values the role of a Senior Support Analyst as a cornerstone in ensuring customer satisfaction. Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature
Troubleshooting, analysis and information gathering of complex support cases.
Ownership of projects and initiatives assigned by Support Management
Contribute updates to documentation for improved application knowledge across the Support Group.
As a seasoned professional, you'll troubleshoot, analyze, and resolve complex issues, providing invaluable support to our clients.
Maintain client cases in a JIRA, IIMIS, SF system, manage your individual key performance indicators (KPIs), and perform issue troubleshooting and communication with various functional areas throughout ION Corporates. Handle requests, questions, and defects of all priorities, and engage senior resources in the case of escalations. Strong knowledge of Support Group processes in a financial or commodity related field required
~ Knowledge of the Software Development Lifecycle required
~ 3-5 years of experience within Client Support Services operation or five (5) + years of comparable technical / functional support experience in a financial or commodity related field.
~ Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision .
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.
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