Senior Employee Support Analyst

Morningstar Credit Ratings, LLC; Mumbai; Hybrid; INR 800,000 - 1,400,000; Full time

Job summary

Morningstar is seeking a Senior Employee Support Analyst in Navi Mumbai (Vashi) with a hybrid work model (4 days in office). You will support Morningstar products within an agile team, owning production issues and guiding end-users to a frictionless experience while collaborating with global teammates.

The role requires 3+ years of production support, strong troubleshooting, and the ability to handle multiple priorities across SLA and incident management, with comfort in SQL and modern

Qualifications

• Bachelor's degree in computer science or related field.
• 3+ years of experience in Application Production L1 & L2 support.
• Ability to work independently and manage time and multiple priorities.
• Excellent troubleshooting skills.
• Knowledge of SLA management, incident management, and service requests.
• Experience with service desk tools such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk.
• Knowledge of .NET/Python/AWS/JavaScript.
• Ability to debug SQL Queries and Stored Procedures in an RDBMS.
• Excellent communication skills; able to work with multiple teams.
• Availability to work on rotation shifts across NA/Australian time zones.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders.
• Research to identify issues; provide timely resolution and communication of outcomes.
• Communicate complex information effectively via email, chat, tickets, and bridge calls.
• Contribute to knowledge base for end-users and support analysts.
• Make software improvement recommendations to enhance user experience and autonomy.
• Track, evaluate, and determine resolution approach for credit products and data issues.
• Articulate and evangelize the product's strengths, quality, and value as a subject matter expert.
• Think strategically about client requirements, problem-solving, and project management.

Skills

Troubleshooting

SQL

Independent worker

Time management

Communication

Education

Bachelor's degree in computer science or related field

Tools

BMC Remedy

ServiceNow

JIRA

Redmine

CA Service Desk

Job description

Role: Senior Employee Support Analyst Location: Vashi, Navi Mumbai (4 days working from office) Shift: General Shift (10:00am to 7:00pm)

As an Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems modern, reusable, and maintainable. You will be shaping the future of DBRS Morningstar's Products and helping to make DBRS Morningstar a technology-first environment. The role will work with team members in North America and Mumbai and support DBRS Morningstar's global offices.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
• Research to identify issues; provide the timely resolution, and communication of outcomes to all appropriate team members.
• Communicate to effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Contribute to knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues. Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills

Qualifications

• A bachelor’s degree in computer science or related field
• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• Ability to work independently and manage time and multiple concurrent priorities
• Ability to collaborate successfully with team members
• Excellent troubleshooting skills
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• knowledge of technologies such as .net/ python/ AWS / JavaScript/Any JavaScript framework
• Ability to debug SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Excellent communication skills - verbal, listening, reading, writing
• Work with multiple teams – end users, functional teams, release manager, development team.
• Availability to work on rotation shifts between NA American & Australian shifts

Nice to haves

• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar is an equal opportunity employer.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis.

In most of our locations, our hybrid work model is four days in-office each week.

A range of other benefits are also available to enhance flexibility as needs change.

No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

R11_DBRSRatingsGmbHIndia DBRS Ratings GmbH, Branch India Legal Entity Morningstar is a global independent investment research and financial data company.

Here, you'll help uncover what's hidden, simplify what's complex, and create insights that empower investor success.

Company overview

Morningstar Development Program Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.