Client Connectivity Services Senior Analyst

The Depository Trust & Clearing Corporation (DTCC); Tampa (FL); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Pension / Retirement benefits

Paid Time Off & leave benefits

Hybrid on-site 3 days / remote 2 days

Job summary

The Depository Trust & Clearing Corporation (DTCC) seeks a Client Connectivity Services Senior Analyst to connect clients to DTCC, configure data delivery, and ensure timely, accurate transfers via defined protocols. You will support a range of transfer options and collaborate with internal teams to optimize client experience across the lifecycle.

Responsibilities include data gathering, network configuratons, case management, and escalation as needed, with weekend/holiday coverage as required.

Qualifications

• Minimum of 2 years of related experience.
• Bachelor's degree or equivalent experience.
• Excellent communication skills (oral and written) and customer service skills.
• Strong analytical and problem-solving skills.
• Well organized, ability to prioritize, meet deadlines, identify process risks and “red flags”
• Knowledge of transfer protocols including FTP/S, SFTP, IBM MQ Messaging, Connect: Direct – Network Data Mover (NDM) and computing systems including Linux/Unix and IBM Mainframe
• Good understanding of IT networking

Responsibilities

• Gathers and validate required data from clients to establish connection to DTCC network.
• Works with internal teams to implement network and authentication configurations.
• Performs data delivery configurations and verifications per procedures.
• Navigates internal stakeholders to resolve client queries with minimal supervision.
• Manages client expectations per defined turnaround times.
• Monitors and tracks client queries using case management tools (Salesforce).
• Supports client queries via email and phone.
• Troubleshoots internal alerts and resolves accordingly.
• Documents work using Knowledge Centered Service methodology.
• Provides support over weekends and holidays as required.
• Minimizes risk by following policies and escalating issues.
• Contributes to department projects to meet team objectives.

Skills

Communication skills

Customer service

Analytical thinking

Problem solving

Organization & prioritization

Red flags awareness

IT networking

Transfer protocols knowledge

Education

Bachelor's degree or equivalent

Job description

Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services. These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.

Pay And Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact You Will Have In This Role

The Client Connectivity Services Senior Analyst works in DTCC’s Client Connectivity Services team, which is responsible for connecting clients to DTCC to automate the data transfer process via a defined list of transfer protocols and network options, configure data delivery for the selected DTCC products and ensuring data is delivered in full accurately and timely. You will execute routine and complex tasks and will be expected to deliver excellent client experience throughout the client lifecycle.

Your Primary Responsibilities

• Gathers and validate required data obtained from clients to establish connection to DTCC’s network and supports any lifecycle changes
• Works with internal teams to implement relevant network and authentication configurations
• Performs data delivery configurations and verifications with strict adherence to procedures
• Navigates internal stakeholders to resolve client queries with little or no supervision
• Manages client expectations in accordance with defined turnaround times
• Monitors and tracks all client queries received using client case management tools, adheres to salesforce case management requirements
• Supports client queries via email and over the phone
• Troubleshoots internal alerts and resolves accordingly
• Accurately documents work performed utilizing the Knowledge Centered Service methodology
• Provides support over weekends and public holidays as required
• Minimizes risk by following established policies and procedures, escalating issues, and supporting positive relationships with key internal/external clients and partners
• Contributes to department projects and works to meet the team objectives

Qualifications

• Minimum of 2 years of related experience
• Bachelor's degree or equivalent experience

Talents Needed For Success

• Excellent communication skills (oral and written) and customer service skills.
• Strong analytical and problem-solving skills.
• Well organized, ability to prioritize, meet deadlines, identify process risks and “red flags”
• Knowledge of transfer protocols including FTP/S, SFTP, IBM MQ Messaging, Connect: Direct – Network Data Mover (NDM) and computing systems including Linux/Unix and IBM Mainframe
• Good understanding of IT networking

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.