Trading Communications Business Analyst, Managed Services
New York City, NY
TITLE: Trading Communications Business Analyst, Managed Services LOCATION: Midtown NYC (one block from Grand Central) TARGET COMPENSATION: $85,000 - $90,000
This job is OVERTIME ELIGIBLE and pays 1 ½ time (Time and a Half)
THIS JOB IS FULLY ON-SITE in NYC (Bryant Park) 5 days per week
CANDIDATE MUST BE FLEXIBLE to start work as early as 6AM on occasions and work weekends when needed - as they will be supporting a high-volume trading floor.
Responsible for providing a blend of managerial, administrative and technical expertise to insure seamless support of Managed Service customers’ trading floors. The Business Analysts will liaise with the customer user-community as well as various service delivery teams and technology vendors.
Serves as a point of contact for the user-community for service issues and requests.
Provide or facilitate training support to Users and service teams to clearly demonstrate service offerings and customer benefits
Acts as an escalation point as necessary to both drive issues to resolution and manage associated local communications.
Ensure appropriate level of customer communication around issues, orders and/or reporting requests and that regular and frequent updates are provided.
Works with remote, Central Support teams on event investigation and issue remediation.
Work with other teams to provide a single seamless interface to the client.
Manage issues with third party vendors in accordance with their respective SLAs, and coordination with third-party vendors as needed to deliver services to the client.
Assures on-site governance of key service processes such as Incident and Change management.
Establishes and maintains relationships with local vendors to coordinate and continually improve service.
Develop comprehensive understanding of customer’s environment to drive team to surpass SLA expectations.
Document regional and/or site requirements to enhance current offer to meet local requirements.
Champion projects or participate in projects as necessary to drive success at local level.
Provide local insight into technology and tools to drive efficiency and develop best-in-breed offering.
Support customer, local reporting requirements.
Ensure high level of client satisfaction and make sure timely responses are consistently provided in accordance with Managed Services SLAs.
Communicate customer status, concerns, and escalations to Customer Support Manager as needed.
Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.
Also note that this candidate will be expected to help and assist with Re-Stack efforts. Someone who had experience with and has worked an internal Restack
Minimum 5-years’ experience in providing customer support of trading communication technologies
Knowledge of IPC, BT or NICE products and services and trading communication technologies a plus
Strong technical aptitude, if not technical skills, specific to trading communications technologies.
Excellent customer service and relationship building skills. Must be comfortable representing at a high pressure and dynamic customer site
Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources
Ability to organize resources across disciplines to achieve results
Development of performance metrics and measurement criteria
Experience in business process development and definition
Sophisticated understanding of Microsoft Excel, Microsoft Access, Microsoft Project, Microsoft Powerpoint, Visio and DB analysis, is a preferred skill for this position. May require knowledge of or ability to quickly learn specialized software to complete work assignments.
If you are interested in pursuing this opportunity, please respond back and include the following:
MS WORD Resume
Upon receipt, I will contact you to schedule a convenient time to discuss the position.