Support Analyst

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Rockall - A Broadridge Business (Broadridge Ireland Limited) is seeking a Support Analyst to join our Customer Success team that supports a suite of on-premise and cloud-based financial software products.

In this role, you will respond to varied support requests from customers, facilitate their resolution in an efficient and effective manner, consistent with achieving specified services levels.

You will provide primarily Level 1 support, being responsible timely resolution of issues and invoking escalation procedures if required. You will interact with customers and internal teams to ensure tickets are managed appropriately. You will monitor and report on metrics and assist with the upkeep of in-house production support environments and software release management from production clients.

Role Responsibilities

• Coordinate and liaise with customers and internal teams to receive, triage, investigate, troubleshoot and resolve client reported problems
• Monitor systems to identify potential issues and escalate as required
• Follow departmental procedures to ensure timely and high-quality delivery of service to customers
• Raise, track, update and close helpdesk issues through full lifecycle, and document resolution of incidents and contribute to the Knowledge Base
• Identify, troubleshoot, and run test scenarios for technical and non-technical issues, communicate fixes or workarounds for an issue to the customer
• Verify and test production fixes and patches
• Ensure all internal Managed Services tracking systems and documentation is accurate and up to date
• Participate in out of hours on call rota
• Resolve incidents whilst ensuring SLA’s are observed
• Monitor and report on appropriate metrics
• Work with customers to resolve issue issues whilst managing customers' expectations
• Management of production support environments
• Software release management
• Input into support process and suggest changes and efficiencies where appropriate

Required Experience

• Primary degree in a technical or analytical discipline such as Computer Science
• 3 years of relevant professional experience
• Excellent customer service skills, attention to detail, and interpersonal, verbal, and written communication skills
• Strong technical troubleshooting
• Ability to collaborate and work with other teams within the organisation
• Willingness to learn the business domain with a view to becoming an expert
• Fluent English

Desirable Experience

• Background in financial software applications, or a software product company working in the banking arena
• Tomcat, WebSphere, WebLogic, Kubernetes, Ansible
• Working knowledge of programming languages, scripting, SQL, XML
  • Java
  • Basic understanding of bat and shell scripts
  • Ability to read and understand Oracle SQL
• Basic knowledge of databases, networks, servers, operating systems
  • Basic understanding of databases, networks, servers, operating systems in general
  • Basic navigation and system commands in Windows and Linux
• Any experience with JIRA Service Desk
• Basic knowledge of MS Office products (Word, Excel)
• Any experience of Cloud Based SaaS products
• Any experience with Amazon Web Services

About us

Rockall - A Broadridge Business  offers three Fin Tech products: FASTNET – a next-generation cloud-hosted Securities-based Lending (SBL) credit risk evaluation and monitoring solution for wealth managers, private banks & broker dealers; NAVIGATOR – Broadridge’s end-to-end SBL platform which builds on FASTNET to deliver complete SBL workflow and credit risk management from pre-origination and monitoring through to release, and COLLATE – Collateral Management solution for retail, commercial and wholesale banking.

#LI-Hybrid  

#LI-LM1 

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. 

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.