Operations Support Analyst Job Listing at SS&C Technologies in Waltham, MA (Job ID R22835)

Description

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

The person in this role will monitor inbound and outbound financial data files to ensure successful processing and utilize internal tools to troubleshoot processing issues, to react to late files, to resolve client connectivity issues and manage customer inquiries via a client reporting queue and researching and resolving them by analyzing of data file. The hours are primarily days (7:30AM to 3:30PM) with a holiday schedule.

What you will do:

• Impact recognition of clients impacted by workflow issues, escalate appropriately, decide to utilize workaround techniques to meet client SLA's when required
• Detailed analysis and research of client inquiries including file format changes, missing data, missing data elements, missing accounts, confirmation of file receipts/ delivery, etc
• Contact financial data providers and clients to follow up on file delivery/ receipt issues, or file format problems
• Identify and escalate system issues to appropriate internal departments, including Senior Management and clients
• Authority to notify clients of system processing issues and announcement of Business Continuity or Disaster Recovery operations
• Decision-making authority when to forward issues to level 2 groups for further research
• Query internal database to verify correct presentment of data, escalate identified issues to level 2 groups for mapping corrections or fixes
• Observing client specific SLA's, responsible for providing clients an accurate representation of data issues, resolution path, or further troubleshooting requirements-this information is used by clients to make business decisions, including trading and accounting (significant company liability)
• Manage client inquiries in a timely manner, ensuring client satisfaction with our response time in compliance with client specific Service Level Agreements
• Perform other duties as required.

What you will need for this position:

• Associate's degree or equivalent experience
• 1-3 years' experience in the financial services industry, or data file transmission group
• Prior experience in the back office setting, settlements or accounting work supporting clients
• Ability to multi-task in a time critical environment while remaining detail oriented
• Critical thinking abilities, problem solving skills around data and technology
• Ability to work with management on escalation issues including: procedures, policies, client issues, technology issues, or other escalation topics
• Ability to work well in a close knit team environment
• Experience working in global environment and ability to work with other cultures, language barriers, or time zone issues
• Ability to communicate effectively with clients
• Experience in dealing with exception management with data analysis and reconciliation a plus
• Proficiency with all Microsoft Office applications

#LI-SF

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.