Help Desk Analyst

We are seeking an associate level candidate to join our Global Business Support team who demonstrates the ability to think critically, exhibit sound judgment and thrive in a fast-paced environment. In this capacity, you will help maintain our current systems and processes so that our business can deliver optimal client service as well as project managing deliverables for the Shareholder Services organization.

OUR IMPACT

Clients Asset Management (GSAM) delivers innovative investment solutions through a global, multi-product platform. Client is one of the pre-eminent investment management organizations globally. Critical to the success of client is our ability to leverage a global team of talented professionals to define solutions and lead change across the operational infrastructure.

Within client, Shareholder Services is a global sales aligned service organization that provides high quality service and solutions to shareholders. Through their client service model, Shareholder Services enables distribution of Client investment products, provides consultative services, scale and controls, all with a focus on being accretive financially to the business.

Within Shareholder Services, the Global Business Support team associate is responsible for ensuring the continued operation of business process and system functionality across Shareholder Services globally including identification of system improvements and process enhancements, definition of business requirements, and communication with technology and other internal and external teams.

HOW YOU WILL FULFILL YOUR POTENTIAL

As a member of the Global Business Support team, you will be responsible for:

• 75% time allocation - Supporting Shareholder Services teams, vendors and clients with particular focus on system access/availability, data transmissions, and software/hardware upgrades.

• 25% time allocation - Oversee process improvement, maintenance and change initiatives throughout the entire project lifecycle including scoping definitions, requirements gathering, business requirement writing, process design, testing, and data analysis.

Primary Responsibilities:

• Resolve internal and vendor system issues that directly impact business operations and/or client interactions

• Oversee client FTP setup, testing, updates and resolve transmission issues

• Initiate vendor internal user setup for multiple vendor applications and banking portals

• Troubleshoot vendor application login issues

• Coordinate vendor hardware updates

• Recommend and drive process improvement to increase system robustness and mitigate risk of disruptions in operational workflows and client reporting

• Lead ad hoc projects within the Shareholder Services group

Basic Skills:

• Bachelor’s degree required

• Exceptional communication, prioritization, organizational, time management and interpersonal skills

• Ability to work well under pressure, solve problems efficiently and multi-task in a deadline driven environment

• Demonstrates accountability and sense of urgency in achieving results/completing tasks

• Willingness to be a self-starter with excellent anticipation and strong analytical skills

• Attention to detail; strong Control/Risk mindset

• Exhibit sound judgment and integrity

• Exhibit a customer service mindset

• Flexible with hours (execute some after-hours testing)

Preferred Skills:

• Financial industry experience

• 1-3 years of financial services experience

• Project management experience

• Experience with business process improvement and business process design

• Familiarity with user acceptance testing methodologies

• Experience with Confluence, Jira, Excel, PowerPoint