The incumbent is part of a team providing first and second line support to North American users for all Computershare technology products on a variety of platforms. In addition, the incumbent/team provides first level support globally for certain products/processes. They would also provide product knowledge and experience in the fields of Corporate Trust, Stock Transfer, and/or Reinvestment and Employee Plans.
They are responsible for providing exceptional customer service, technicial support for all supported business groups, and products, troubleshooting, triage, and management of the incident lifecycle. He/she will proficiently support two or more call flow queues (heat), as well as provide expert and in-depth knowledge within subject matter specialities. .
Additionally, the Product Support Analyst acts as a link between the development team globally, and the North American end users.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Provides direction to North American and global users on the effective use and scope of the SCRIP-NA system and the Winforms application.
Provides first and second level support to business users for CPU applications used in North America
Help to manage system escalations by performing diagnostics and / or escalate to appropriate team(s) for quickest resolution of assigned applications
Analyzes user problems and provides resolutions ensuring system/data integrity is maintained within a required timeframe
Tests new software and provides feedback to the development teams both in North America and globally.
Evaluates, recommends and implements improvements to existing activities
Works closely with a variety of business units and other stakeholders to achieve operational efficiency and effectiveness
Monitors and addresses performance of our systems
Supports other technology teams, by providing business layer information to assist in the completion of tasks.
Guides and trains/coaches other more junior Product Support Analysts in resolving problems and responding to queries, ensuring high quality and proactive support to our business users.
Leads and participates in team projects
Leads and participates in the determination of high quality and functional solutions which meet customer requirements with emphasis on early problem identification/trends and root cause analysis.
Works with the team to achieve performance goals and increase productivitys in the twice annual Disaster Recovery exercises, by conducting various test scenarios to ensure successful results.
Assists in the response of all Audit, Regulatory and internal inquiries for assigned application set
Assists in the mitigation of risk to the organization by ensuring systems availability and compliance while limiting operational productivity loss
Helps to ensures contingency planning and recovery services meet SLA requirements
As the position requires primary support of North America, the incumbent will be required to provide off-hour and out of office cover on a regular basis.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Several years experience working in various facets of one or more of the following industries, with at least some time spent in a business support or IT support position: