Associate, Technology Product Support

BlackRock•New York, NY

2d•$150,550 - $160,000•Hybrid

About The Position

This role involves engaging with Aladdin users on product-specific workflows, processes, and services. The Associate will drive support initiatives by collaborating with development teams, owning complex user inquiries, and acting as a liaison between various client-facing and technical teams within BlackRock. The position requires analyzing client inquiry trends, identifying functional gaps, and formulating strategies to enhance the Aladdin user experience through process and technology improvements. Additionally, the role involves preparing Client Success Specialists for product changes, developing technical proficiency, mentoring internal talent, and partnering with Engineering & SRE on proactive monitoring and incident resolution. The Associate will also act as a Product SME and Solution Architect, consulting with key users and clients on complex compliance challenges and gaining deeper workflow and product knowledge.

Requirements

Bachelor’s degree in Finance, Economics, Accounting or a related field
Three (3) years of experience in the job offered or as an Associate, Analyst or a related role.
Experience with Azure DevOps to review source code for front end debugging
Experience with business intelligence tools including Power BI and Tableau for reporting
Experience with API based workflows
Experience with securitized asset classes (private and public), underlying collateral types, and appropriate cashflow and risk modeling approaches for given security types
Enhancing and scaling processes to increase operational workflow and efficiency
Leveraging data health to perform quality control checks and provide accurate market analytics support
Analyzing NAVs and portfolio drill down reports to provide in-depth analysis on portfolio performance
Utilizing loan metrics including LTVs, DSCR, and debt yields to evaluate quality of loans
Implementing the capital stack loan modeling of public and private commercial real estate trusts and loans for structured assets
Conducting surveillance and data governance in Excel, VBA and SQL.

Responsibilities

Engage with Aladdin users on product-specific workflows, product, process and service.
Drive support initiatives by engaging regularly with development teams.
Own complex Aladdin user inquiry demonstrating technical knowledge to determine root cause and steps to resolve.
Act as key liaison between the Aladdin Client Experience, Aladdin Client Engagement, Implementations, Product Marketing, Engineering, and the wider BlackRock business.
Work with key stakeholders across the Aladdin business to deliver against product specific, high impact projects.
Analyze client inquiry trends using data and user feedback and implement solutions to improve.
Identify function gaps and areas of strategic improvement from a product perspective.
Formulate and implement strategic objectives to improve Aladdin user experience through process and technology enhancements.
Work closely with other business units to prepare Client Success Specialists for product changes and releases.
Develop skills to become technically proficient in all workflows within the product team.
Develop internal talent by providing learning/training opportunities, career development and 1:1 mentoring.
Partner with Engineering & SRE on Proactive Monitoring & Telemetry as Product SME to avoid and resolve critical incidents quickly and avoid disruption of service.
Act as Product SMEs and Solution Architects by partnering with key users and high priority clients and consult their client teams to address complex compliance challenges and gain deeper workflow & product knowledge.