Product Specialist, Technical Support

State Street; Burlington (MA); On-site; USD 70,000 - 119,000; Full time

Benefits offered by this job

Benefits program

Job summary

State Street is seeking a Functional Application Support professional to assist CRD customers in Fixed Income and Derivatives. You will respond to requests by phone, email, or on-site, diagnose software issues, and recommend effective solutions while maintaining detailed records.

You will analyze problems, test workarounds, and provide training related to the software, while contributing to process improvements and managing projects as needed.

Qualifications

• Degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field.
• MBA or CFA or FRM is preferable.
• Medium to advanced fixed income instruments derivative products knowledge is preferable.
• Thorough understanding of Trade Life Cycle and System Development Life Cycle.
• Experience in the Charles River application or any OMS/EMS is preferred.
• Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred.
• Advanced knowledge of Fixed Income, Derivative and Equity financial instruments.
• Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
• Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.
• Demonstrate excellent process and project management skills.
• Ability to organize, prioritize, balance key tasks and manage time effectively.
• Comfortable facilitating project working groups and possesses strong data gathering skills.
• Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
• 1-4 years overall work experience in the world of Financial Technology
• Basic SQL skills

Responsibilities

• Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Research issues dealing with third party software.
• Follow a standard set of procedures and methods when responding to customer requests or inquiries.
• Conduct research on questions and issues using available information resources and other product specialists.
• Contribute to the continuous enhancement and improvement of support processes and methods
• Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems
• Manage special projects as required
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other related task as assigned.

Skills

Communication skills

Analytical skills

Project management

Customer focus

Time management

SQL basics

Education

Finance/Economics/Engineering degree

MBA/CFA/FRM preferred

Tools

SQL

Job description

Job Description:

What are we looking for

Provide Functional application technical support to CRD customers in the Fixed Income and Derivative space.

Why this job is important to us:

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.

What you will be responsible for:

• Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Research issues dealing with third party software.
• Follow a standard set of procedures and methods when responding to customer requests or inquiries.
• Conduct research on questions and issues using available information resources and other product specialists.
• Contribute to the continuous enhancement and improvement of support processes and methods
• Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems
• Manage special projects as required
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other related task as assigned.

Education & Preferred Qualifications:

• Degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field
• MBA or CFA or FRM is preferable
• Medium to advanced fixed income instruments derivative products knowledge is preferable.
• Thorough understanding of Trade Life Cycle and System Development Life Cycle
• Experience in the Charles River application or any OMS/EMS is preferred
• Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred
• Advanced knowledge of Fixed Income, Derivative and Equity financial instruments
• Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
• Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.
• Demonstrate excellent process and project management skills.
• Ability to organize, prioritize, balance key tasks and manage time effectively.
• Comfortable facilitating project working groups and possesses strong data gathering skills.
• Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
• 1-4 years overall work experience in the world of Financial Technology
• Basic SQL skills

Salary Range:

$70,000 - $118,750 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

• Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.