Technical Support Analyst

3 weeks ago

New York, United States Axelon Full time
Global Financial Firm located in NEW YORK, NYC has an immediate contract opportunity for an experienced Technical Support Analyst

"This role is currently on a Hybrid Schedule.
You will need to have reliable internet, computer and android or iphone for remote access into the client systems during remote work.
We will be expected in the office weekly 3 days depending on the team requirement.

****Video/ f2f interviews are required prior to all offers.

Pay rate range: $ 64.00 - $75 .00 Negotiable based upon years of experience

The FIS GMI product is a comprehensive, multi-currency, multi-asset class platform designed to support the middle and back-office operations of financial institutions, including banks, hedge funds, asset managers, and trading firms. It provides integrated processing, accounting, and reporting capabilities across a range of financial instruments, including equities, fixed income, foreign exchange, derivatives, and commodities.

The role requires good analytical and troubleshooting skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required.

Key Responsibilities:
• Providing technical support to the GMI users, including troubleshooting issues, answering questions, and resolving problems
• Configuring and maintaining the GMI system, including testing and implementing system changes and updates
• Collaborating with other teams and departments, such as development, testing, and project management, to ensure effective system operation and support
• Monitoring system performance and identifying opportunities for improvement or optimization
• Developing and maintaining system documentation, including procedures and user guides
• Participating in system testing, validation, and implementation projects
• Providing training and support to GMI users, including new employee onboarding and ongoing training and development.
• Provide technical solutions and liaise with the Operations business during critical production outages while managing the remediation tasks following these outages to avoid repeat failures.
• Work with the Development and Release teams to ensure robust software implementations.
• Create innovative solutions and proactive approaches to optimizing processes
• Effectively communicate issues and status updates with business users, second level support, and development teams

Qualifications:
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues
• Experience in Production support or software development for 5-8 years, preferably in fintech industry
• Experience in ITIL would be beneficial
• Experience in a demanding environment, working to strict deadlines
• Experience in a service-based environment would be beneficial
• Experience in analyzing and solving problems
• GMI, AS/400 and System 36/RPGLE.
• Strong SQL knowledge and query writing
• ITRS, ServiceNow
• Nice to have: Python, Perl, and or Scripting skills

Additional Requirements:
• Ability to communicate well at all levels
• Strong organizational skills
• Self-motivating
• Ability to work in a team environment
• Ability to learn new skills quickly with little supervision
• Possess strong communication skills, in both verbal and written format.
• Well organized and able to multi-task.
• Planning, delegation, multi-tasking, and prioritization skills.
• Team-oriented with a collegial approach to addressing challenges.
• Will be a highly motivated, strong performer with a proven ability to manage remote vendor teams to full effectiveness.
• Willingness and proactivity to take ownership of issues and see them through to resolution.
• Desire, and proven ability, to constantly improve technical environments and platforms.
• Must have strong attention to detail and not be willing to settle for a job half done.
• Be flexible to react to situations within the production support environment.

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