Global Advisory Business Application Support Analyst, NY

Rothschild & Co•New York, NY

11d•$70,000 - $85,000•Onsite

About The Position

Rothschild & Co is a leading global financial services group with a long history and a strong commitment to its clients, communities, and the planet. The Global Advisory division focuses on providing strategic advice on mergers and acquisitions, financing, and corporate strategy. The Global Advisory Business Applications and Operations team offers global subject-matter expertise in business processes, data governance, and technical platform support. This role specifically provides front-line support for the Global Advisory's client relationship management (CRM) platform, DealCloud, ensuring regional coverage during business hours. The analyst will act as the first point of contact for CRM queries, triaging requests, resolving user, workflow, and data issues, and escalating system incidents. Beyond reactive support, the role involves being a CRM subject-matter expert, guiding users, driving adoption through training, and identifying issues for improvement. Support for other Global Advisory applications like Microsoft Teams/SharePoint, Power BI, and Rogo Ai is also part of the role.

Requirements

Bachelor’s Degree Information Technology, Computer Science or related field
1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
Hands‑on experience working with service ticketing / ITSM systems (ServiceNow preferred), including logging, prioritising, escalating, and documenting issues.
Experience supporting users in process driven or regulated environments, where accuracy, data quality, and adherence to controls are important.
Exposure to CRM platforms such as DealCloud, Microsoft Dynamics, Salesforce, or similar tools.
Experience supporting applications used in financial services, banking, capital markets, or advisory environments.
Prior exposure to follow-the-sun or global support models.
Ability to work independently during regional coverage hours, when other teams are offline.
Experience producing basic reports, process diagrams, or operational documentation using tools such as Excel, Power BI, Visio, or similar.
Familiarity with executing and supporting business processes within enterprise applications, including approvals, data management, reporting, workflow automation, and governance controls.
Strong analytical and problem-solving skills, with the ability to diagnose issues related to workflows, data, permissions, and system behavior.
Demonstrate strong written and verbal communication skills in a professional context, enabling effective collaboration with users and colleagues across Global Advisory offices globally.

Nice To Haves

Familiarity with Microsoft 365, cloud, integration, or AI platforms (e.g. Azure, AWS) along with exposure to AI tools such as Rogo.ai would be of benefit.

Responsibilities

Serve as the primary regional point of contact for the DealCloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
Monitor the CRM support mailbox and ServiceNow queue, responding to user queries and aiming for same-day resolution.
Work with global colleagues to ensure communication and adoption of processes and application changes.
Deliver ad-hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
Assess incoming requests to distinguish between user/process issues and genuine system incidents.
Perform Level 1 triage, applying known fixes and workarounds before escalation.
Log Incident Management system tickets (ServiceNow) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
Participate in incident post-mortems where appropriate, contributing to root cause analysis and improvement actions.
Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.