Application Support Analyst

Austin Community College; Denver (CO); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k) Matching Program

Medical, Dental, Vision

Employee Assistance Program

Discounts on fitness clubs and travel

Job summary

SS&C is seeking an Application Support Analyst to monitor production services and provide first-line support to Calastone’s clients. This role involves ensuring service stability and effective incident management in a collaborative environment.

The ideal candidate will have a strong background in application support, databases, and client-facing operations. A hybrid work model is offered along with comprehensive benefits, including a 401(k) matching program and wellness initiatives.

Qualifications

• Experience in application support and operations in a client-facing financial environment.
• Ability to create and run SQL queries.

Responsibilities

• Proactively monitor the production services.
• Provide first-line support to customers.
• Assist in creating a knowledge base.
• Ensure pre-production checks/tests are satisfied.
• Work with QA on quality assurance cycles.

Skills

Databases/SQL

MQ

SWIFT

ISO15022

ISO20022

FIX

XML

Messaging Authentication Techniques

Secure FTP Environments

Tools

Salesforce

ITIL

Job description

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

SS&C is hiring Application Support Analysts to support Calastone’s production services, ensuring stability pre-close and scalable run-state post-close. This role will oversee US production services for the Calastone portfolio, owning stability, first-line assistance, complex incident management, and service governance.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: 401(k) Matching Program, Professional Development Reimbursement
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents, and Experiences of Our Employees
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel, and more!

What You Will Get to Do:

• Proactively monitor the production services.
• Provide first-line support to Calastone’s customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
• Work with the UAT team to test new clients to approved standards during the onboarding process.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
• Work with, and communicate to, all customers and internal technical staff during implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastone’s reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.

What You Will Bring

• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Application support and operations in a client-facing, financial environment.
• Experience of project delivery life-cycles, in accordance with industry best practice.
• Knowledge of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.

Person Specification

Ability to remain calm and focused under pressure, while supporting customers, colleagues, and partners to resolve service issues effectively.

Works well in a collaborative, multi-disciplinary environment.

Takes initiative and demonstrates accountability in their work.

Committed to delivering high-quality outcomes and continuous improvement.

Acts with professionalism, honesty, and integrity in all situations.

Demonstrates persistence in problem-solving and seeks to understand root causes.

Strong attention to detail.

Reflective and open to feedback, with a willingness to learn and grow.

Leads by example through actions and collaboration.

Able to contribute effectively in team discussions and adapt to different communication styles.

Open to flexible working arrangements, including shift patterns, with reasonable adjustments supported where needed.