Application, Infastructure and Service Management

State Street•Burlington, MA

64d•$70,000 - $115,000

About The Position

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street and integral to the Alpha product set. Customers include the world’s top investment management, wealth management, banking, and insurance firms. This role enhances long-term relationships with our customers through daily control of, and continuous review and improvement of our Operations and Support processes. Role and Responsibilities This is a critical role to ensure our service levels and approaches are monitored and maintained; it will impact the success of relationships with clients, enhance our business through continuous review and improvement of CRD’s Operations functions with specific reference to key strategic clients. The role will also work alongside the On-Boarding and Upgrade teams, Client Management and Global Operations Centre to ensure that our process is being followed, measured and clients are managed through all aspects of their lifecycle with Charles River. This role works closely with the Global Operations Centre (GOC) to ensure availability of the Charles River IMS Platform and associated support services. Ensure Batch reporting for end-to-end daily reporting Focus on Responsibility for definition and monitoring and analysis of KPI. Identifying Improvements based on this data. SaaS Deployments. Various Available modules and general understanding of each of them. Data Platform and Services. Product Integration. Batch Processes. Start of day readiness. Support planning, priorities and issue management across the organization End to end ownership and accountability of managing client environments Ownership of change management communications Operations Channel into Exec Management Daily updates. Escalation target for Operations and other delivery groups. Business Recovery Management Mobilization of Major incident process from a CRD perspective. Take lead and drive on priority incidents for key clients. Process Improvement Identify Chronic issues. Recommend and collate ideas for improvement. Build business cases and drive for Recommendations to Actions Data Analysis Build and analyse reports to be shared with internal and external stakeholders Responsibility for support case hygiene and improving response and resolution time Provide guidance and oversight to Incident Management Ensure follow ups to major Incident management. Be a key point of contact for Incident Review and Management

Requirements

Minimum 0-3+ years of Financial / Software Services industry background with financial market information systems preferred. Experience in Services / SaaS environment with a focus on Service Management
Demonstrate leveraging a strong analytical mindset to generate Management Information using ServiceNow and SalesForce
Experience in leading high performing technical teams and ability to motivate staff in high pressure environments.
Demonstrable history of identifying and delivering process improvement, including exceptional prioritization skills.
Proven ability to partner with various internal departments to deliver superior customer service.
Front, Middle and Back Office, as well as instrument type knowledge across equities, fixed income, derivatives, FX etc.
Demonstrated ability to face up to client C-Level management, using a hands-on approach, in major and medium sized corporations.
Understanding of multi-tier technical architectures and relational database structures. Familiarity with SQL, FIX, Crystal Reports, messaging, and web services a plus.
Demonstrated ability to meet self-imposed deadlines with proactive management skills to drive team outcomes and deliverables.
Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.

Responsibilities

Ensure Batch reporting for end-to-end daily reporting
Focus on Responsibility for definition and monitoring and analysis of KPI
Identifying Improvements based on this data
SaaS Deployments
Various Available modules and general understanding of each of them
Data Platform and Services
Product Integration
Batch Processes
Start of day readiness
Support planning, priorities and issue management across the organization
End to end ownership and accountability of managing client environments
Ownership of change management communications
Operations Channel into Exec Management
Daily updates
Escalation target for Operations and other delivery groups
Business Recovery Management
Mobilization of Major incident process from a CRD perspective
Take lead and drive on priority incidents for key clients
Process Improvement
Identify Chronic issues
Recommend and collate ideas for improvement
Build business cases and drive for Recommendations to Actions
Data Analysis
Build and analyse reports to be shared with internal and external stakeholders
Responsibility for support case hygiene and improving response and resolution time
Provide guidance and oversight to Incident Management
Ensure follow ups to major Incident management
Be a key point of contact for Incident Review and Management

Benefits

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.
For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

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