State Street Corporation (NYSE: STT) is the world's leading provider of financial services to institutional investors including investment servicing, investment management, market research and trading. With $28.4 trillion in assets under custody and administration and $2.48 trillion in assets under management State Street operates in 29 countries and more than 100 geographic markets and employs over 29,000 worldwide promoting a culture of excellence.
At the moment we are looking for candidates for
Senior Production Support Analyst, Senior Associate
Senior Production Support Analyst, Senior Associate
Location: Gdańsk, pomorskie
JOB ID: R-585930
to join the insource organization supporting the State Street EMEA
Why State Street Bank Poland?
Operating in Europe since 1970 State Street services clients in multiple locations. State Street Bank Poland was established in 2007 in Kraków. Today State Street Bank Poland employs over 2000 staff members at three sites across the city. Our Kraków office provides investment fund accounting and related services to clients of multiple State Street locations and business units across Europe. We offer positions in a challenging, rapidly changing and international environment. There are multiple opportunities to gain experience in diverse areas of the investment fund cycle. State Street offers a significant scope for personal growth and career progression. Throughout your career at State Street you will be provided with a wide range of training opportunities and internal mobility options as well as individual development plans, attractive benefits and an excellent remuneration package. The continuous development of our employees from day one is critical as we continually seek to develop and expand the local management team and create future leaders from within.
Primary Responsibilities:
- Act as point of contact for incidents/requests relating to TA applications and surround products. Investigate and analyse these issues and to resolve in a timely manner
- Ability to assess customer needs effectively and ensure these are responded too accurately, professionally and in a timely manner in line with 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 TA applications e.g. TA Reporter, DVD, AWD, iFAST, etc
- Escalate issues where required to ensure appropriate resolution is achieved
- Participate in calls with vendors to advance ticket resolution in timely manner
- Ensure any standard support tasks assigned is accurately completed in a timely manner
- Ensure appropriate support documentation exists for all applications supported
- Document and maintain procedures for all Prod Support processes and ensure they are placed on SharePoint
- Participate in an out of hours oncall support rota in providing support to global operational locations in regards to major system incidents
- Provide an excellent level of high valued customer service and proactive engagement including progressing calls with Operations to close out any urgent items
- Review and identify any reoccurring issues and ensure there is short and long term solutions in place to address
- Contribute to the bug fix process with documenting the issue to support testing reviews
- Manage high severity incidents via the Events Committee process and work with vendors to resolve issues in timely manner
- Own and actively work with projects, IT, new business and test teams on the handover of all new TA applications, functionality and new clients, with a particular focus on receiving adequate application support documentation (ASD)
- Assist with coordinating any IT maintenance / change event that may need to be supported
- Own and drive complex / critical related 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
- Participate in scheduled weekly (and occasional ad-hoc) calls with vendors regarding service levels and performance.
- Provide weekly/monthly updates on all open incidents using reporting functionality
- Contribute to the monthly TA Ops Change MIS pack and daily/weekly MI reporting and create client/Operations service decks/reporting
- Demonstrate risk excellence in executing support related activities
- Able to take on directs and ensure all support activities are completed to high standard and to provide development support to aid growth
Service Improvements
- Review, recommend and deliver any service improvements related to systems or processes that will benefit Operations and clients
- Take on other service initiatives that will benefit the wider function / organization in meeting key corporate goals / strategy
Additional qualifications:
- Communicative English (min B2) – support to be provided to English speaking teams
Working Hours
- Support to be provided between 9-19 (shifts with different team members); 1 working weekend every 2 months (rotation basic within team)
Required Skills:
- Technology knowledge/skills (re ITIL certification would be desirable)
- Detailed working knowledge of IFAST, or other TA Systems , MS Excel and Word would be an advantage
- Detailed understanding of procedural, technical and product requirements within financial industry and aptitude to improve on this knowledge
- Typically candidate will have at least 3 years managerial experience within a similar environment
We offer:
- Employee savings plan
- Premium life insurance package
- VIP medical package
- International operating environment
- Language classes
- Soft skills trainings
- Technical workshops
- Development sessions with a mentor
- Diversity of opportunities across a range of challenging and highly complex activities
- Technical or leadership career pathway
To apply to this position, follow the "apply now" link. To locate this position in our application page, please use the KEYWORD search functionality and insert either the State Street Job ID or the Location.
As a first step we ask all candidates to fill out our online application form. Please enclose the CV in English and remember to save this document without any Polish characteristics also in file name.
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Job ID: R-585930 / Location: Gdańsk, pomorskie
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