Associate Analyst, End User Support

Raymond James Financial, Inc.; Southfield (MI); Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Raymond James Financial, Inc. is seeking an IT support professional to join our hybrid team in Michigan. The role focuses on second-line hardware, software, and end-user support, with onboarding to documented procedures and SLAs.

Training lasts one to four weeks onsite, five days a week initially, transitioning to a hybrid cadence. You will handle data tasks, maintain documents and databases, and assist in client relationship support while developing process and policy knowledge within the

Qualifications

• Experience using standard office software and data management practices.
• Ability to follow documented procedures and meet SLAs.
• Strong communication and willingness to learn.

Responsibilities

• Provide second-line hardware, software, and end-user support per procedures.
• Assist with data management tasks.
• Support internal client relationships with simple tasks.
• Prepare and maintain Microsoft documents, databases, and systems.
• Follow established procedures to support others.
• Learn organization policies and regulatory codes relevant to work.
• Organize work schedule and coordinate with support services.
• Participate in training to improve skills.

Skills

Verbal communication

Office software

Data management

Procedural tasks

Regulatory compliance

Problem diagnosis

Testing and QA

Customer service

Documentation

Time management

Team coordination

Policy adherence

Tools

Microsoft Office

Databases

ITSM tools

Job description

This position will follow our hybrid work model, we expect the selected candidate to be in office 3 days per week at either of our St. Petersburg HQ or Southfield, MI office locations

Please Note:

The initial training period will last for one to four weeks and will require candidates to be onsite in the office five days a week.

Responsibilities:

• Provide second-line hardware, software, and end-user support for unresolved queries in line with documented procedures and service-level targets to support the business effectively.

• Support others by working on a variety of data management tasks.

• Help manage internal client relationships by carrying out simple procedural tasks.

• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.

• Carry out simple knowledge management tasks by following established procedures in order to support others.

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

• Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.

• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.

• Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.

• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.

• Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.

• Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.

• Works with guidance (but not constant supervision) to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.

• Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.

• Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.

• Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

• Works with guidance (but not constant supervision) to select, deploy and get the best results from the most appropriate office system.

• Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.