The RoleWe are looking for Principal Analysts who will deploy solutions to complex client requirements, which can be technical or functional in nature. Extensive product and market knowledge is required to independently evaluate, engineer, and test solutions that may involve answers to complex questions, address database integrity issues, and/or provide workarounds to application issues.Principal Analysts act as a key liaison point between the L1/L2 Support functions and product development in ensuring information and preparation is optimized to rapidly provide solutions when required. This also includes acting as an escalation point for the L1/L2 teams to pull in SMEs and prioritize work to satisfy client needs and maintain positive client satisfaction levels.Principal Analysts have a significant role in providing feedback loops for the support operation regarding the knowledge and best practices of Support Services. These individuals work closely with the support team to provide training and knowledge reinforcement to improve the front-line resolution rate of the L1/L2 teams. Review and approve knowledge base articles on a regular cadence.Key ResponsibilitiesProviding expert-level training to support team members on specialized modules of the ION Corporate applicationsIndependent support case management of client-reported application issues that can be either financial or technical in natureMentoring and providing subject matter expert level assistance to support team members on their daily client-reported support casesAfter-hours (on-call) work potentially required on a rotational basisManaging and resolving challenging client scenariosOwnership of strategic projects and initiatives assigned by Support ManagementUnderstands the expectations and implications of complex issues and questions reported by clientsIndependently identifies methods for resolving and/or working around client-reported application defects and questions, which can be either technical or functional in natureCollaborate and work closely with senior Product / Development resources to provide complete solutions and to ensure customer satisfaction is attainedManagement (Creation and Approval Review) of knowledge base content for one or more areas of functionality/productWork closely with support management to enforce best practices performed by the L1/L2 Support teamResponsible for mentoring and training in different functional and product areas.Maintains their cases in a JIRA, SF, ResolutION system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout ION Corporates.Handles requests, questions, and defects of all priorities. Documents lessons learned and case closure information for use in the knowledge base.Responsible for executing after-hours and on-call responsibilities.Required Skills, Qualifications and ExperienceBachelor's degree or Master's degree in Computer Science, Finance, Business, or a related fieldDeep technical and business knowledge of one or more ION Corporate product(s)Understands the application component design and their interactions and dependenciesTen (10) + years of technical/functional product support experience or comparable in a financial or commodity-related field, and eight (8) + years of senior-level experience working with ION Corporate product(s)Demonstrated senior-level experience providing technical and software support to customersExperience managing client relationships and ability to thrive in a fast-paced and high-pressure environmentStrong problem-solving and analytical skills requiredExcellent communication, team, and organizational skillsKnowledge of Software Development Life CycleAbout usWe're a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we've achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.• Over 2,000 of the world's leading corporations, including 50% of the Fortune 500 and 30% of the world's central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading, and risk.• Over 800 of the world's leading banks and broker-dealers use our electronic trading platforms to operate the world's financial market infrastructure.ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe.Our ever-expanding global footprint, cutting-edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.
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