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Technical Analyst

Confluence is a global technology solutions provider delivering innovative products to the worldwide money management industry, to meet asset managers and service providers performance, reporting, analytics, risk and data needs. With the recent acquisition of StatPro, Confluence offers its clients a broader range of data-driven managed investment solutions including post-trade regulatory and shareholder reporting, performance and attribution, portfolio analytics, and asset data services and data management, delivering a full technology suite to the front, middle and back office.  Headquartered in Pittsburgh, PA, Confluence services over 400 clients in 39 countries, with locations across Europe, North America, South Africa, Australia and Asia.

Purpose
Confluence’s most important assets are its clients. The mission of the Technical Analyst is to ensure that
all clients are receiving the maximum value out of Confluence solutions and act as the voice of clients to
the rest of Confluence, and the voice of Confluence to clients.

About Regulatory Reporting Operations (RRO)
As part of the Regulatory Reporting team, your greatest assets are your teammates. Our platform requires
both an excellent understanding of client business challenges and the ability to translate this need into
applied software solutions; each member of the RRO team brings unique expertise based on industry
experience in financial services and/or information technology. Creative thinking, adaptability, and the
desire to serve – both clients and one another – are critical to success. If you are looking for a highly
collaborative environment where the first question is, “How will this improve our client experience?” RRO
at Confluence is the team for you.

Essential Responsibilities

  • Responsible for all clients/products post-sale
    • Act as a technical escalation resource for issues with Confluence software solutions
    • Resolve client issues with Confluence software solutions
    • Communicate progress on issues to internal and external stakeholders
    • Educate clients on best practices for most effective use of Confluence software solutions
    • Escalate issues to other Confluence teams as appropriate
    • Demonstrate the ability to provide technical expertise:
      • Provide the product development team solutions to code defects and enhancements
      • Design and develop internal automated solutions for business problems
      • Manage client relations by maintaining post-sale contact with existing clients in order to facilitate a positive and productive long-term relationship as well as providing dedicated support for Premium Services customers
  • Responsible for day-to-day client relationships
    • Fulfill duties outlined in Premium Support model
    • Provide first-tier support via phone, email or on-site
    • Prepare for, manage, and document routine status calls with clients to discuss outstanding issues, upcoming releases, training classes, consulting opportunities
    • Maintain records of client configurations and installed applications etc.
    • Conduct internal and external training as required
    • Act as service lead for development projects
    • Participate in and perform assigned tasks associated with client custom, consulting, or implementation projects
    • Champion client issues in development prioritization discussions
  • Responsible for post-sale technical support on software products
    • Handle installations, upgrades, testing, and/or maintenance
    • Provide guidance to clients on function, usage, and operation of products
    • Possess excellent level of product knowledge
    • Serve as liaisons between the organization and customers
    • Convey customer feedback to technical design and engineering staff
  • Shift work is required for this position to provide technical support for after-hours in the US and during the morning hours in the UK.
    • 1st Shift 6:0 am - 2:00 pm 
    • 2nd Shift 11:am to 7:0 pm

Qualifications

  • Bachelor degree required in Information Systems / Computer Science
  • Three or more years of technical support and client relationship experience required; experience in the financial services industry preferred

Essential Skills

  • Must be able to speak and write in English
  • Solid understanding of current technologies, including, but not limited to:
  • SQL server
  • Windows Server administration and troubleshooting
  • Web and/or Cloud-based software
  • One or more programming languages preferred (C#, .NET, VB, XML, JS, etc.)
  • High creativity with the ability to solve complex technical problems
  • Ability to learn independently and work with a high degree of autonomy
  • Attention to detail and thoroughness
  • Proficiency with Confluence software solutions
  • Excellent organizational and communication skills
  • Ability to prioritize and manage multiple tasks
  • Knowledge of all company policies and procedures
  • Increased level of responsibilities, as value-added team member
  • Collaborative working style that values team success over personal accomplishments
  • Act in accordance with and is an ambassador of our company values - Integrity, Imagination, Discipline and Service

Other duties will be assigned as the above job description is meant to describe the general nature and
level of work being performed; it is not intended to be construed as an exhaustive list of all
responsibilities, duties and skills required for the position.

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