Act as primary point of contact for L2 AWD (Automated Work Distributor) application support queries or problems. Provide support for new client onboarding projects and technology initiatives.

The areas covered by this role include business analysis, incident/ request/ task management, problem management, vendor management, service transition and delivering service improvement initiatives.

The successful applicant will be required to work within a team structure, in delivering a high value service and in driving service improvements that will provide benefit to the entire user base.

Support is provided to Operational users across multiple sites namely - Ireland, Luxembourg, Canada, UK, Singapore, Japan, Hong Kong, India at present.

Candidate should have a positive ‘can do’ attitude, eager to support colleagues and contribute to the success of your team, department and wider organization.

What you will be responsible for

• Act as point of contact for incidents/requests relating to AWD application and surrounding products. Investigate and analyze these issues and resolve in a timely manner
• Provide support to new business onboarding project and technology initiatives (upgrade/migration projects)
• Ability to assess customer needs effectively and ensure these are responded to accurately, professionally and in a timely manner in line with the process
• Monitor and maintain ticket logging tools and mailboxes and assist with any maintenance and changes that impact on such services
• Act as link between TA and relevant technical support teams for all AWD application
• Escalate issues where required to ensure appropriate resolution is achieved
• Participate in calls with vendors to advance ticket resolution in a timely manner
• Ensure appropriate support documentation exists for supported application
• Provide an excellent level of high value customer service and proactive engagement including progressing calls with Operations to close out any urgent items
• Contribute to the bug fix process with documenting the issue to support testing reviews
• Assist with coordinating any IT maintenance / change event that may need to be supported
• Own and drive complex / critical incidents with vendors and ensure timely solution. Perform problem solving analysis at a high level
• Raise incidents and requests with vendors (where required) via the appropriate ticket logging tool and with the required level of detail and at the correct priority level
• Provide weekly/monthly updates on all open incidents using reporting functionality

What we value

These skills will help you succeed in this role

Advanced Problem Solving

• Good Communicator
• Excellent organizational skills
• Business Analysis skills
• Technology knowledge/skills
• Detailed working knowledge of MS Excel and Word would be an advantage
• Strong customer service focus
• Team player and motivator

Education & Preferred Qualifications

• Communicative English (min B2) – support to be provided to English speaking teams
• Practical knowledge of BPMN
• Excellent analytical skills – able to analyze and solve problems. Ability to identify, document and recommend solutions to business problems with accuracy.
• Prioritization – ability to organize workflow in order to accomplish multiple and changing priorities within specified timeframe.
• Results oriented – Strives to achieve high levels of individual and organizational performance.
• Relational databases (basic SQL skills)

What we offer

• Permanent contract from day one
• Additional holidays (Birthday Day Off, 3rd and 5th year anniversary Day Off)
• VIP medical package for employees and their families (partner and children)
• Premium life insurance package and private pension plan
• Wide range of soft skills training, technical workshops, language classes and development programs
• Opportunities to volunteer your time to company-driven initiatives, employee networks or organizations of your choice
• Variety of well-being programms

Apply today – we are committed to teaching you the ropes for your successful career in State Street

Are you the right candidate? Yes!

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers