Our client is a multi-national financial services company that employs in excess of 50000 people globally. And, whether it is in product innovation, service excellence or policy development, they are a leader in the financial services arena. They can offer you amongst other things a chance to work with a great team and opportunities for self-development.
 
You will need to possess a clear understanding of asset management administration, trading and portfolio management processes implemented within the business. You also need to understand trading and administration systems and how they overlap with the processes implemented in the business. It is important that you can demonstrate a general understanding of architecture and infrastructure for trading and administration-related products. 

You'll be providing advanced technical and business support to users, typically achieving a high first-call resolution rate. You will need to recreate issues and liaise with the technical team to resolve desktop and server-based issues. It is vital that you are able to recognise the customer-base impact and severity of an issue (e.g. isolated vs. connectivity vs global issue), and use independent judgement for problem escalation on more complex issues or situations, as well as using application logs/system logs and/or traces to assist in the identification of problems. You will also be coaching less experienced analysts and users in basic procedures.
 
Your role in more detail:

• Recommending changes in the business’s use of the trading and administration system to increase the benefit it obtains from the application;
• Receiving and logging requests for support from help desk, other service delivery staff and/or users;
• Prioritising requests in accordance with agreed criteria and the needs of the business units;
• Within a broad area of competence, investigating issues and other requests for support and determining appropriate actions to take;
• Within your own area of competence, providing correct responses to requests for support by means of for example: reproduction of issues in the test environment, developing work-arounds, manipulating data, changing operating procedures, training users or operations staff, escalating requests to vendor;
• Ensuring that all work is carried out and documented in accordance with required standards, methods and procedures;
• Providing advice and guidance to less experienced colleagues where required;
• Monitoring progress of requests for support and ensuring that users and other interested parties are kept informed, taking corrective action to avoid or minimize delays;
• Liaising with the vendor on the development of system enhancements to overcome known problems or to further fulfil user requirements;
• Accepting new releases of applications software from vendor;
• Carrying out assignments, alone or as part of a team, applying knowledge, skills, and experience;
• Demonstrating an understanding of the issues of interest to the business and proposing viable solutions within the scope of own expertise, taking into account the needs of those affected;
• Planning and organising own work effectively, undertaking assignments in a systematic manner;
• Providing detailed personal advice and guidance to all users in the effective use of the trading and administration system, demonstrating ingenuity in applying knowledge to non-standard situations;
• Ensuring that requests are handled according to agreed procedures, and for all requests that cannot be resolved, to be an effective interface between users and the vendor supplying all necessary diagnostic information;
• You will use your judgement to set priority for resolution, monitoring progress and applying escalation procedures for problems not progressing satisfactorily;
• Interpreting technical manuals and documentation and providing instruction manuals for non-technical users; and,
• Providing training in all modes of usage of systems, products and services providing information on the full range of capabilities including dealing with exception conditions.

 
You're going to need a bachelor’s degree / B Tech Degree in Business combined with Information Technology and a minimum of 3 years' experience in Business Analysis and Support in an Investments Environment supporting all or most of the following: Portfolio Management, Compliance, Trading, Performance, and Administration.
 
Previous experience in a trading and administration system would be an advantage.
 
Excellent analytical and problem-solving skills, written and verbal communication skills as well as strong client services skills and confidence in the delivery of any asset management administration, trading and portfolio management training is a must have. You're going to need high standards of professional behaviour in dealings with clients, colleagues and staff coupled with strong inter-personal skills, especially in dealing with individuals at all levels of the organisation, across various regions/counties and of contacts of all types and at all levels.

It is important that your are familiar with UNIX and technical environments, are able to work under shift pattern if required and are willing to travel in Africa which may be required after a qualifying period.
This role calls for you to be good at problem solving, results focused and as the working environment can be a little pressurised at times you'll need a good level of stress tolerance. Process management, planning and organising and project management skills will see you flourish on the job. 

Do you think you have what it takes? That's what we want to here! Tell us why today, we look forward to learning about your skills.