Global Advisory Business Application Support Analyst, NY

Rothschild & Co; New York (NY); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

Discretionary bonus

Job summary

Rothschild & Co seeks a Business Application Support Analyst to provide front‑line support for the DealCloud CRM and related Global Advisory applications. Based in our New York office, you will triage requests, resolve user issues, and escalate incidents through ServiceNow while guiding users on workflows and best practices.

You’ll enable onboarding and training to drive adoption, identify recurring issues for data quality improvements, and collaborate with global teams across time zones.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or related field.
• 1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
• Hands‑on experience working with service ticketing / ITSM systems (ServiceNow preferred).
• Experience supporting users in process driven or regulated environments, where accuracy, data quality and adherence to controls are important.
• Exposure to CRM platforms such as DealCloud, Microsoft Dynamics, Salesforce or similar tools.
• Experience supporting applications used in financial services, banking, capital markets or advisory environments.
• Prior exposure to follow‑the‑sun or global support models.
• Ability to work independently during regional coverage hours, when other teams are offline.
• Experience producing basic reports, process diagrams or operational documentation using tools such as Excel, Power BI, Visio or similar.
• Familiarity with Microsoft 365, cloud, integration or AI platforms (e.g. Azure, AWS).
• Familiarity with executing and supporting business processes within enterprise applications, including approvals, data management, reporting, workflow automation and governance controls.
• Strong analytical and problem‑solving skills, with the ability to diagnose issues related to workflows, data, permissions and system behaviour.
• Demonstrate strong written and verbal communication skills in a professional context, enabling effective collaboration with users and colleagues across Global Advisory offices globally.

Responsibilities

• Serve as the primary regional point of contact for the newly rolled out DealCloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
• Monitor the CRM support mailbox and ServiceNow queue, responding to user queries and aiming for same‑day resolution.
• Work with global colleagues to ensure communication and adoption of processes and application changes.
• Deliver ad‑hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
• Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
• Assess incoming requests to distinguish between user/process issues and genuine system incidents.
• Perform Level 1 triage, applying known fixes and workarounds before escalation.
• Log Incident Management system tickets (ServiceNow) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
• Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
• Participate in incident post‑mortems where appropriate, contributing to root cause analysis and improvement actions.
• Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
• Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.

Skills

CRM support

ServiceNow

DealCloud

MS Dynamics

Salesforce

Power BI

Excel

Visio

Microsoft 365

Rogo.ai

Education

Bachelor’s Degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

About Us

Rothschild & Co is a leading global financial services group with seven generations of family control and a history of over 200 years at the centre of the world’s financial markets. Our expertise, intellectual capital and global network enable us to provide a distinct perspective that makes a meaningful difference to our clients, communities and planet. We have 4,600 talented specialists in over 40 countries, delivering a unique global perspective across four market‑leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows. As a family‑controlled business built on relationships, we place a huge emphasis on our people and find the right colleagues to advance our business. Rothschild & Co is committed to an inclusive and supportive environment where different perspectives are valued. We focus on attracting, developing, retaining and progressing high‑calibre talent to ensure we and our clients benefit from the value of difference.

Overview of Role

Business Application Support Analyst provides front‑line support for Global Advisory’s client relationship management (CRM) platform – principally DealCloud. Based in London, Paris, and New York, the role delivers regional coverage during business hours to ensure continuity of service. As the first point of contact for CRM queries (we are transitioning from Microsoft Dynamics to DealCloud), the analyst triages requests, resolves user, workflow and data issues, and escalates system incidents through established ServiceNow channels. Beyond reactive support, the role is a CRM subject‑matter expert – guiding users on workflows and best practice, driving adoption through onboarding and ad‑hoc training, and identifying recurring issues to improve data quality, documentation and service delivery. Support for other Global Advisory applications (e.g. Microsoft Teams/SharePoint, Power BI, Rogo Ai) forms a secondary part of the remit.

Key Responsibilities

• Regional Application Support
  • Serve as the primary regional point of contact for the newly rolled out DealCloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
  • Monitor the CRM support mailbox and ServiceNow queue, responding to user queries and aiming for same‑day resolution.
  • Work with global colleagues to ensure communication and adoption of processes and application changes.
• Process Workflow & User Enablement
  • Deliver ad‑hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
  • Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
• Triage, Resolution & Escalation
  • Assess incoming requests to distinguish between user/process issues and genuine system incidents.
  • Perform Level 1 triage, applying known fixes and workarounds before escalation.
  • Log Incident Management system tickets (ServiceNow) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
• Cross‑Application & Operational Support
  • Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
  • Participate in incident post‑mortems where appropriate, contributing to root cause analysis and improvement actions.
  • Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
  • Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.

Experience, Skills and Competencies

• Bachelor’s Degree in Information Technology, Computer Science or related field.
• 1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
• Hands‑on experience working with service ticketing / ITSM systems (ServiceNow preferred), including logging, prioritising, escalating, and documenting issues.
• Experience supporting users in process driven or regulated environments, where accuracy, data quality and adherence to controls are important.
• Exposure to CRM platforms such as DealCloud, Microsoft Dynamics, Salesforce or similar tools.
• Experience supporting applications used in financial services, banking, capital markets or advisory environments.
• Prior exposure to follow‑the‑sun or global support models.
• Ability to work independently during regional coverage hours, when other teams are offline.
• Experience producing basic reports, process diagrams or operational documentation using tools such as Excel, Power BI, Visio or similar.
• Familiarity with Microsoft 365, cloud, integration or AI platforms (e.g. Azure, AWS) along with exposure to AI tools such as Rogo.ai would be of benefit.
• Familiarity with executing and supporting business processes within enterprise applications, including approvals, data management, reporting, workflow automation and governance controls.
• Strong analytical and problem‑solving skills, with the ability to diagnose issues related to workflows, data, permissions and system behaviour.
• Demonstrate strong written and verbal communication skills in a professional context, enabling effective collaboration with users and colleagues across Global Advisory offices globally.

Salary & Benefits

Expected base salary rates for this role in our New York Office will be between $70,000 and $85,000 per year at the commencement of employment. However, salary offers are determined on an individualized basis and are based on a wide range of factors, including relevant skills, training, experience and education. Market and organisational factors are also considered. In addition to salary and our Rothschild & Co employee benefits package, successful candidates may be eligible to receive a discretionary bonus.

Equal Opportunity Statement

Rothschild & Co North America is an equal opportunity employer. If you are a qualified individual with a disability or disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this career website.

Our Values

Our teams reflect the diverse needs of our clients, businesses and the markets we operate in around the world. We value, and seek to maintain, an eclectic mix of skills and backgrounds – encouraging everyone to come together to share their perspectives for the good of each other, the business and our clients.