Product Support, Charles River Development, Officer

STATE STREET CORPORATION; Greater London; On-site; GBP 60,000 - 84,000; Full time

Benefits offered by this job

Medical care

Insurance

Savings plans

Flexible work

Development programs

Educational support

Job summary

State Street Corporation is seeking an experienced Application Support Engineer for Charles River IMS in London. You will investigate complex investment workflows, configurations, data, and integrations, providing best-practice guidance and workarounds.

You will partner with Product Engineering and client teams to resolve issues, perform root-cause analysis, and maintain high customer satisfaction. A finance/tech background and strong communication are essential.

Qualifications

• University degree in Finance, Economics, Computer Science or Engineering.
• Knowledge of investment management concepts and buy-side workflows.
• Experience with client-facing roles in finance/tech.
• Strong analytical, investigative and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize, manage workload and own findings.
• Interest in continuous learning; CFA/IMC/ CISI are a plus.
• Experience with OMS/IMS or enterprise financial platforms is desirable.
• Experience troubleshooting enterprise software and SaaS platforms.

Responsibilities

• Provide application support for Charles River IMS via email, phone and web.
• Investigate complex issues across investment workflows, data, configurations and integrations.
• Analyze logs and database records to identify root causes and solutions.
• Differentiate defects from configuration/data/operational issues.
• Collaborate with Product Engineering on defects and investigations.
• Offer best-practice guidance and workarounds to clients.
• Proactively manage cases, set expectations, and maintain client satisfaction.

Skills

Investment concepts

Client-facing experience

Analytical problem-solving

Communication skills

Prioritization under pressure

Ownership & accountability

Root-cause analysis

Workflow/integration knowledge

SaaS support

Education

University degree in Finance/Economics/CS/Engineering

Tools

SQL Server

Oracle

Python

Java

C#

Job description

Successful Support Engineers are investigative problem-solvers who combine investment industry knowledge, technical aptitude, and strong analytical thinking to resolve complex business and system challenges for some of the world's largest asset managers.

Company Profile: Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River was acquired by State Street in October 2018. Charles River IMS is a highly configurable enterprise investment management platform supporting portfolio management, order management, trading, compliance, operations, and investment accounting across multiple asset classes.

Product Specialists work across interconnected workflows and must understand how changes in one area can impact downstream processes and client operations. Background: Success in this role requires exceptional analytical and troubleshooting skills. Application Support Analysts investigate complex business and technical issues across investment workflows, system configurations, integrations, market data feeds, and databases. Successful candidates are able to form hypotheses, analyse evidence, identify root causes, and drive issues through resolution. They are equally comfortable discussing investment workflows with portfolio managers and traders as they are collaborating with engineers, implementation consultants, and product specialists.

Responsibilities

Provide application support for Charles River IMS via email, telephone, and web conferencing. Investigate complex business and technical issues spanning investment workflows, data, configurations, integrations, and system behavior. Analyze application logs, database records, reconciliation breaks, and other diagnostic information to identify root causes. Distinguish software defects from configuration, data, or operational issues. Understand and support client-specific workflows, customizations, and integrations. Collaborate with Product Engineering on software defects, enhancement requests, and complex investigations. Leverage internal expertise, documentation, knowledge bases, and cross-functional teams to progress investigations efficiently. Provide clients and colleagues with best practice guidance, solution recommendations, and workarounds where appropriate. Independently manage investigations, communicate findings, and provide clear recommendations to stakeholders. Proactively manage client cases, set expectations, and maintain high levels of customer satisfaction. Escalate significant risks, service-impacting issues, or blockers as appropriate.

Skills, Experience & Qualifications Required

Essential

• University degree, preferably in Finance, Economics, Business, Computer Science, or Engineering.
• Knowledge of investment management concepts, financial instruments, and buy-side investment workflows.
• Experience interacting with business and technical users in a client-facing environment.
• Strong analytical, investigative, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize effectively and perform under pressure.
• Self-motivated with a strong sense of ownership and accountability.
• Demonstrated interest in continuous learning and professional development.
• Highly Desirable: Experience with Order Management Systems (OMS), Investment Management Systems (IMS), or similar enterprise financial platforms.
• Application support experience within front-office or buy-side investment management environments.
• Experience troubleshooting enterprise software and configurable SaaS platforms.
• Experience investigating workflow, integration, reconciliation, or data-related issues.
• Knowledge of FIX protocol, market data, interfaces, and financial system integrations.
• Experience performing structured root-cause analysis.
• Financial certifications such as CFA, IMC, Claritas, or CISI.

Technical

• Experience with relational databases preferably Microsoft SQL Server or Oracle.
• Basic SQL skills, including data querying and analysis.
• Desirable: Intermediate or advanced SQL proficiency.
• Experience diagnosing complex application or system issues.
• Exposure to scripting or programming languages such as Python, Java, C#, VBA, Perl, or C++.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility

We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success. We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future. As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.