Product Support Specialist

2 days ago

Rockville, Maryland, United States State Street Corporation Full time
Job Summary

A Dedicated Client Product Support Specialist supports post go-live of the Charles River Investment Management Solution (CRIMS) implementation. Contributions include defining client requirements, configuring, and tuning the application to the client's business and technical needs, training users, testing workflows, and resolving issues. The ideal candidate will have at least 3 years of hands-on experience gained in the financial industry working for a consultancy or software vendor. Experience leading the implementation or support of Front, Middle or Back Office Investment Management systems is highly valued.

Key Responsibilities
  • General familiarity with Customers implementation of the system(s), to assist and provide general coordination and management of support issues reported by the Customer to Charles River.
  • Providing consultative guidance with respect to the Customer's use of the System based on information provided by the Customer regarding its requirements and existing workflows
  • Analyze and evaluate requirements while providing product expertise and guidance throughout the post-go-live journey. Basic Project Management assistance for services management and small projects
  • Educate customers on the methodologies and functionality provided by CRIMS. Advise on best practices regarding the implementation and operation of Charles River solutions and services.
  • Monitor and evaluate customer requirements to identify potential enhancements to Charles River solutions and services. Document and communicate product improvements as part of customer-specific requirements or in response to trends in the marketplace.
  • Contribute to software quality by clearly communicating defects to Client Support and Product Management. Support the defect resolution process by providing clear descriptions of defects and validating the resulting fixes. Identify errors and mistakes in documentation and suggest corrections and improvements.
  • Informal Customer specific training to Customers end users.
Requirements
  • Minimum of 3 years of experience with the implementation and/or support of mission-critical financial solutions. Experience in the implementation and/or support of a financial system within a bank, hedge fund or asset manager, or wealth management firm is especially valuable.
  • Hands-on experience implementing or supporting investment management software, preferably an order management and compliance system is especially valuable.
  • Substantive in one or more of the following: fixed income, equity financial instruments. Understanding of investment management or wealth management workflows, derivatives and FX instruments.
  • Technically savvy: understanding of multi-tier technical architectures and relational database structures, familiarity with SQL, FIX and reporting tools
  • A strong record of customer service. Post Go Live Senior Consultants must understand customer needs and build effective relationships. The candidate must be able to convey plans, issues and concerns to clients and team members in a clear, logical and concise manner. They will need to also be able to influence key decision makers both internally and externally.
  • Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
  • Strong time management skills including the ability to manage multiple projects in parallel.
  • Strong problem solving/analytical skills.
Education & Preferred Qualifications
  • Four (4) year degree in a business or technical field such as Finance, Mathematical Finance, Economics, Engineering, or Computer Science. An advanced degree or industry certification such as the CFA is a strong plus.
  • 3+ years of experience
  • On premise at client up to 50%
About State Street

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, investments research & trading and investment management to institutional clients.

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