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Job Description
What is the opportunity?
As part of WM CRM & Client Onboarding Support team, you will take a primary role of Operations Support for the Implementation and Support of CRM & WMOnline products within Wealth Management Technology & Solutions. Utilizing an ITIL framework for industry best practice this position will work within a team on analysts to manage a wide variety of incidents, problems, changes and requests. The Analyst provides clients with third-level day-to-day support in order to establish a strong track record of value-added, professional, and customer-centric performance.
What will you do?
The Analyst is the single point-of contact for client operations staff and internal stakeholders to manage day-to-day incidents & problems across appointed CRM applications in a complex, multi-vendor environment with primary goals to:
- Minimize client impact.
- Perform initial triaging/diagnosis and coordinate root cause analysis and problem prevention efforts with subject-matter experts and vendors
- Provide seamless escalation and communication to internal and external stakeholders
- Work with the Implementations teams providing application health checks to support the smooth transition and integration to production environments
- Develop/update operational processes and operational framework documents on an ongoing basis. Proactively seek opportunities for process improvements
What do you need to succeed?
Must-have
- Experience in a technology/financial services environment; experience in Business analysis, client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense; IT Standards, Methodologies, SDLC, SLA.
- Proficient in Microsoft office products, conflicts and issues resolution and escalation;
- Strong verbal and written communications skills, strong interpersonal and relationship management skills, critical-thinking skills with the ability to problem solve
- Professional experience working with multiple projects with multiple interfaces and/or 3rd parties in a technical environment
- Client-focused with the ability to multi-task, manage competing priorities, and handle high-visibility outage situations, understanding of Web services, APIs, FTP, data query, cyber security, Disaster Recovery and business continuity
Nice-to-have
- SalesForce support/QA experience
- Experience in IT production support
- RBC products knowledge
- Strategic thinker with excellent interpersonal skills to work across functions and businesses
- Experience working in High productivity and timeline driven environment.
#LI-Hybrid
#TECHPJ
Job Skills
Applications Support, Communication, Computer Operations, CRM Applications, Customer Service, Information Technology (IT) Infrastructure, Internal Stakeholders, Interpersonal Relationships, Operations Support, Problem Solving, Single Point of Contact, Standard Operating Procedure (SOP), System Applications, Systems SoftwareAdditional Job Details
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