Application Support Analyst PA25Q4ASJH047

SS&C Technologies•Denver, CO

19h•Hybrid

About The Position

SS&C is hiring Application Support Analysts to support Calastone’s production services, ensuring stability pre-close and scalable run-state post-close. This role will oversee US production services for the Calastone portfolio, owning stability, first-line assistance, complex incident management, and service governance.

Requirements

Good technical background.
Experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
Application support and operations in a client-facing, financial environment.
Experience of project delivery life-cycles, in accordance with industry best practice.
Knowledge of ITIL is beneficial.
Knowledge of Salesforce is an advantage.
Business-level written and spoken English and Mandarin skills are essential.
Ability to remain calm and focused under pressure, while supporting customers, colleagues, and partners to resolve service issues effectively.
Works well in a collaborative, multi-disciplinary environment.
Takes initiative and demonstrates accountability in their work.
Committed to delivering high-quality outcomes and continuous improvement.
Acts with professionalism, honesty, and integrity in all situations.
Demonstrates persistence in problem-solving and seeks to understand root causes.
Strong attention to detail.
Reflective and open to feedback, with a willingness to learn and grow.
Leads by example through actions and collaboration.
Able to contribute effectively in team discussions and adapt to different communication styles.
Open to flexible working arrangements, including shift patterns, with reasonable adjustments supported where needed.

Responsibilities

Proactively monitor the production services.
Provide first-line support to Calastone’s customers.
Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
Work with the UAT team to test new clients to approved standards during the onboarding process.
Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
Work with, and communicate to, all customers and internal technical staff during implementations.
Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
Maintain Calastone’s reputation for high-quality service support and delivery.
Contribute to all aspects of general business improvement.