Managed Services Analyst

Gresham; Tampa (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Gresham is a global financial services technology company specialising in enterprise data automation. We help financial institutions ensure that their operational, regulatory and management data is complete, accurate, timely and fully auditable — particularly within complex environments where data is distributed across multiple systems.

As a Managed Services Analyst in our Managed Services team, you support our global clients with their investment operations processes, specifically

Qualifications

• Strong financial services industry experience with good experience in back-office operations.
• Able to manage complex troubleshooting and issue resolution within a strategic customer environment.
• Able to serve as a subject matter expert for reconciliation and data processes.
• Strong analytical, organisational, communication and documentation skills.
• Experience with or ability to learn data processes including Pulse Data.
• Able to work proactively as part of a team, with excellent problem solving and collaboration.
• Able to discuss, challenge and feedback to technical and non-technical specialist at all levels within the business and wit our customers.
• Willing to learn and able to quickly master new skills.
• Able to demonstrate strong verbal and written communication skills.
• Able to adapt to a diverse customer base and provide exceptional customer service.

Responsibilities

• Performing extensive troubleshooting and root cause analysis in complex solutions and effectively communicating steps to resolution to internal parties and all levels of customer management where needed.
• Leading projects to improve processes and enhance the client experience
• Researching and resolving data integrity / client inquiries issues. Resolution and communicating delays and/or issues both internally and to the client
• Assist in training and mentoring Managed Service team members.
• Working within clients’ service level agreements (SLAs)
• Run client meetings that discuss open and road map items.
• Working with the Development team by leveraging existing and innovative technology solutions to optimize the internal and customer facing managed service provision processes
• Assist with future Managed Service clients by ensuring proper processes are in place before project is passed to Managed Services.
• Developing and delivering appropriate documentation, knowledge transfer plans and/or mitigation plans as appropriate.

Skills

Financial services experience

Back-office operations

Analytical skills

Communication skills

Documentation skills

Pulse Data

Tools

Pulse Data

Job description

Gresham is a global financial services technology company specialising in enterprise data automation. We help financial institutions ensure that their operational, regulatory and management data is complete, accurate, timely and fully auditable — particularly within complex environments where data is distributed across multiple systems.

Our solutions automate data controls, reconciliations, workflows and exception management, enabling clients to reduce operational risk, strengthen data governance and enhance confidence in reporting across highly regulated environments. Serving both buy-side and sell-side organisations worldwide, Gresham partners with clients to deliver trusted, transparent and resilient data operations.

Job Purpose

As a Managed Services Analyst in our Managed Services team, you support our global clients with their investment operations processes, specifically reconciliation and data aggregation.

The team focus on improving the operations of firms working internally and externally to drive success of their operations.

Job Responsibilities

• Performing extensive troubleshooting and root cause analysis in complex solutions and effectively communicating steps to resolution to internal parties and all levels of customer management where needed.
• Leading projects to improve processes and enhance the client experience
• Researching and resolving data integrity / client inquiries issues. Resolution and communicating delays and/or issues both internally and to the client
• Assist in training and mentoring Managed Service team members.
• Working within clients’ service level agreements (SLAs)
• Run client meetings that discuss open and road map items.
• Working with the Development team by leveraging existing and innovative technology solutions to optimize the internal and customer facing managed service provision processes
• Assist with future Managed Service clients by ensuring proper processes are in place before project is passed to Managed Services.
• Developing and delivering appropriate documentation, knowledge transfer plans and/or mitigation plans as appropriate.

Job Requirements

• Strong financial services industry experience with good experience in back-office operations.
• Able to manage complex troubleshooting and issue resolution within a strategic customer environment.
• Able to serve as a subject matter expert for reconciliation and data processes.
• Strong analytical, organisational, communication and documentation skills.
• Experience with or ability to learn data processes including Pulse Data.
• Able to work proactively as part of a team, with excellent problem solving and collaboration.
• Able to discuss, challenge and feedback to technical and non-technical specialist at all levels within the business and wit our customers.
• Willing to learn and able to quickly master new skills.
• Able to demonstrate strong verbal and written communication skills.
• Able to adapt to a diverse customer base and provide exceptional customer service.

At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.

We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.