Technology Product Support, Associate

The Product Expert team is seeking to hire a technical, experienced support expert to accelerate the user experience and support model of a fast-growing business. The person will be a member of the Product Expert team within Aladdin Client Experience, focusing on one of the product areas listed above, and partnering closely with the broader business to solve complex technical inquiries and partner with other product teams to help shape product development. Additionally, the Product Experts will work closely with our Aladdin development teams to drive and improve platform supportability and stability by partnering on strategic tooling initiatives., * Engage with Aladdin users on product-specific workflows, product, process and service

• Drive support initiatives by engaging regularly with development teams
• Own complex Aladdin user inquiry demonstrating technical knowledge to determine root cause and steps to resolve
• Act as key liaison between the Aladdin Client Experience, Aladdin Client Engagement, Implementations, Product Marketing, Engineering, and the wider BlackRock business
• Work with key stakeholders across the Aladdin business to deliver against product specific, high impact projects
• Analyze client inquiry trends using data and user feedback and implement solutions to improve
• Identify function gaps and areas of strategic improvement from a product perspective
• Formulate and implement strategic objectives to improve Aladdin user experience through process and technology enhancements
• Work closely with other business units to prepare Client Success Specialists for product changes and releases
• Develop skills to become technically proficient in all workflows within the product team
• Develop internal talent by providing learning/training opportunities, career development and 1:1 mentoring
• Partner with Engineering & SRE on Proactive Monitoring & Telemetry as Product SME to avoid and resolve critical incidents quickly and avoid disruption of service
• Partner with Engineering & Modelling on Resiliency & Transparency opportunities (e.g Analytical In-App Tie outs)
• Act as Product SMEs and Solution Architects by partnering with key users and high priority clients and consult their client teams to address complex compliance challenges and gain deeper workflow & product knowledge

Do you have experience in UX?, * In-depth technical understanding of data technologies, databases, data warehousing, and data analytics tools

• 3+ years in a client or vendor facing support role
• Strong presentation skills and ability to tailor approach to stakeholders across corporate levels and business verticals
• Outstanding communication and interpersonal skills
• Ability to work in a fast-paced environment with high self-assurance, positive demeanor and drive
• Experience working within a global team and tailoring your approach to different cultural norms
• Experience in the creation of automation tools and support tooling preferred but not required
• Linux/Unix knowledge is preferred but not required
• Curiosity and willingness to understand how/why a product works
• Experience with Python, Java, REACT, or any other relevant coding languages preferred

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock. About BlackRock At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress. This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.