CDI - Business Application Support Analyst (H/F)

Rothschild & Co; Paris; Hybrid; EUR 55,000 - 85,000; Full time

Job summary

Rothschild & Co is seeking a Business Application Support Analyst to provide frontline DealCloud CRM and related Global Advisory platform support from Paris. The role covers regional operations across London, Paris, and New York, ensuring timely issue resolution and user enablement.

The successful candidate will work with CRM tools such as DealCloud, Dynamics and Salesforce, demonstrate strong communication in English, and support adoption with training and documentation.

Qualifications

• Bachelor’s Degree in IT, Computer Science, or related field.
• 1–3 years in application or business systems support, service desk, or operational roles.
• Hands-on experience with ITSM ticketing systems (ServiceNow preferred).
• Experience with DealCloud CRM and other platforms; familiarity with financial services.

Responsibilities

• Provide front-line support for DealCloud CRM and Global Advisory apps.
• Monitor ServiceNow queue and respond to user queries; aim for same-day resolution.
• Deliver user training and onboarding to drive adoption.
• Log incidents with clear impact and steps; assist with cross-application support.

Skills

CRM platforms

ServiceNow

Excel

Power BI

Visio

Microsoft 365

Data governance

English communication

Education

Bachelor's degree Information Technology/Computer Science

Tools

DealCloud

Microsoft Dynamics

Salesforce

Rogo.ai

Azure

AWS

Job description

CDI - Business Application Support Analyst (H/F)

• Analyst/Executive/Investment Analyst
• Full time
• Paris

France

Rothschild & Co’s Global Advisory division delivers strategic advice to clients on mergers and acquisitions, financing, and broader corporate strategy. We combine deep sector expertise with global reach, underpinned by a strong commitment to long-term client relationships.

The Global Advisory Business Applications and Operations team provides global subject-matter expertise across business processes, data governance, business application and technical platform support.

Overview of Role

Business Application Support Analyst provides front-line support for Global Advisory’s client relationship management (CRM) platform – principally DealCloud. Based in London, Paris, and New York, the role delivers regional coverage during business hours to ensure continuity of service.

Key Responsibilities

• Regional Application Support
  • Serve as the primary regional point of contact for the newly rolled out 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.
  • Be prepared to assist with straightforward, execution-level tasks where required, recognising that some senior users make only limited direct use of the application while still relying on it being kept accurate and up to date.
• Process Workflow & User Enablement
  • Deliver ad-hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
  • Identifytrends thatindicatetraining, documentation, or process improvement opportunities and feed these back to the wider team.
  • Assess incoming requests to distinguish betweenuser/process issuesand genuinesystem incidents.
  • PerformLevel 1triage, 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.
• Cross‑Application & Operational Support
  • SupportadditionalGlobal Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
  • Participate inincident post‑mortemswhereappropriate, contributing to root cause analysis and improvement actions.
  • Maintainaccuraterecords 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.

Experience, Skills and Competencies

• · 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 withservice ticketing / ITSM systems(ServiceNow preferred), including logging, prioritising, escalating, and documenting issues.
• · Experience supporting users inprocess driven or regulated environments, where accuracy, data quality, and adherence to controls are important.
• · Exposure to CRM platforms such asDealCloud, Microsoft Dynamics, Salesforce, or similar tools.
• · Experience supporting applications used infinancial services, banking, capital markets, or advisory environments.
• · Prior exposure tofollow-the-sun or global support models.
• · Ability to work independently duringregional coverage hours, when other teams are offline.
• · Experience producing basic reports, process diagrams, or operational documentation using tools such asExcel, Power BI, Visio, or similar.
• · 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.
• · 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.
• · Strong written and verbal English communication skills. French language proficiency is desirable.
• · Excellent communication and interpersonal skills, with the confidence to engage users and stakeholders at all levels, including senior bankers, while maintaining professional conduct and process discipline – including the confidence to explain, where appropriate, when a request falls outside the intended design of the application.
• · A clear understanding of the sensitivity of the information handled by Global Advisory, and strict compliance with the confidentiality rules imposed by R&Co and by the relevant financial regulatory authorities.
• · Willingness and availability to travel occasionally to nearby Global Advisory offices (e.g. London, Brussels, Milan, Madrid) in order to build working relationships with other support staff and with bankers.