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Production Support Specialist

4 months ago

Basildon, United Kingdom SS&C Technologies Full time

SS&C is a global provider of services and software for the financial and healthcare industries. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices around the world. Some 18,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

SS&C GIDS Global Investor Distribution Solutions, owned by SS&C is one of the largest transfer agencies servicing more than 55 million investors in the United States, United Kingdom, Canada, Hong Kong, and Australia.

**The opportunity**

We seek a Production Support Specialist to join our production support team and provide fantastic client support across core systems used for fund administration.

**This is a hybrid role with some travel to the Basildon office.**

**Responsibilities**

The team aim to provide efficient support that is aligned with the ITIL framework without compromising on quality or customer focus whilst dealing with potentially time-critical issues.

Main responsibilities include (but is not limited to) the following:

- Ensuring incidents are responded to within the agreed due dates and providing a satisfactory resolution within the agreed priority resolution times.
- Liaising with colleagues to research problems to find solutions where possible or assigning problems to the relevant support team with accurate supporting information.
- Collaborating with other IT departments and third-party suppliers to resolve support issues.
- Identifying recurring incidents to ensure that the root cause of issues is investigated and fixed.
- Working with management to identify support trends and business process improvement opportunities.
- Training new or existing staff on technical skills.
- Providing extended support when required. For example: release confidence testing, bank holiday cover, tax year-end support and disaster recovery.

**Requirements**:
This role is ideal for someone looking to have a mix of internal client-facing/business knowledge and technical responsibilities.
- Excellent Oracle SQL skills
- Knowledge of PL/SQL
- Knowledge of database architecture and design
- Logical, analytical, and collaborative approach to investigating a problem.
- Effective at translating technical explanations into business language.
- A strong commitment to client focus and a can-do attitude.
- Excellent organisational skills with the ability to work to deadlines and prioritise accordingly.
- Excellent communication skills both verbal and written.
- Self-motivated with a self-driven sense of ownership.

**Desirable to have**
- Experience in financial services and the trade lifecycle.
- Experience in the Collective Investments industry
- Experience in the development and support of MIS systems
- Previous experience in an IT support role.
- A degree (or equivalent) in an IT, Engineering, Math, or Science related disciplines
- Service Now user group experience.
- ITIL qualified.

**Benefits**:

- Competitive starting salary,
- Hybrid working environment
- Competitive holiday policy
- Employer pension scheme contribution
- Life Assurance
- Healthcare
- Flex benefits scheme
- Discount scheme
- Sports and Social groups
- On-site canteen

**Job Types**: Full-time, Permanent

Pay: £25,000.00-£40,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Unlimited paid holidays
- Wellness programme
- Work from home

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Basildon: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Basildon