web analytics

Production Services Application Support Specialist

BNY Mellon

You can make a difference by working at BNY Mellon, where finance, technology and business intersect, to power the global financial industry.

Overview

The Accounting Solution’s Client Operations Management team is responsible for providing premium level service and support to the many lines of business within BNY Mellon that leverage the Eagle product suite. Members of this group effectively work directly with and advocate on behalf of BNYM to resolve issues in a timely manner. The diverse responsibilities of this position provides team members the unique opportunity to showcase varying skill sets. Whether it’s actively maintaining client relationships, testing accounting software functionality, managing critical incidents or providing knowledge transfer sessions to educate others, no two days are the same.

Working hours/location: 9am to 6pm Monday to Friday. Currently operating in a Hybrid model where a mix of at home and in office is required. More in office work may be required as new hire on boarding takes place.

We have an exciting opportunity for a talented “Production Services Application Support Specialist” to join our team in Wellesley, MA. In this role you will be the main point of contact for both Operations and Technology groups and a liaison into the larger D&PS organization, ensuring the timely resolution of all client issues. You will be tasked with fully understanding operational workflows, having in-depth knowledge of business needs and providing solutions to various daily or monthly processing challenges.

We are looking for people who:

  • Have a curious and inquisitive approach to learning
  • Welcome challenging situations and thrive under pressure
  • Consider themselves natural problem solvers
  • Have a healthy appetite for building out functional knowledge and expertise
  • Find fulfilment and satisfaction from providing solutions to complex issues
  • Think differently and apply creativity to their work
  • Adapt quickly to changing priorities and don’t require set routines
  • Can shift with ease between both independent work and active collaboration within a team
  • Have a clear and professional communication style

Other responsibilities of this role include but are not limited to:

  • Acknowledge, respond and provide timely updates on progress to client cases logged thru the Client Portal.
  • Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations.
  • Contribute knowledge of client business practices to overall searchable knowledge base (KCS articles, test cases, etc.).
  • Understand and contribute to the immediate, 3-month and long term projects, conversions and addition business objectives for the platforms/domains we support.
  • Maintain daily communication with the BNY Mellon Application Delivery Services (ADS) and Asset Servicing Eagle Technology (ASET) Production Services support resources to ensure no new P1 or P2 incidents have occurred
  • Engage on P1 incidents with SMEs as they’re escalated to us during normal business hours.
  • Proactively identify opportunities to increase client satisfaction and overall value of Eagle suite (training, new projects, sales opportunities, etc.).
  • Provide oversight, heightened awareness around and support of the successful on-boarding of new BNY Mellon clients.
  • Build experience and relationships thru active collaboration with Eagle Product SME groups.
  • Amass product knowledge and functional understanding to conduct basic component testing across the entire product suite.
  • Simplify root cause and present concise issue analysis results back to the business and/or technology teams.
  • Assist with workaround deployments, best practice adoption and gaining operational efficiencies where possible.
  • Provides regular communication to Product Owners so issue prioritization and business impact is clear and understood.
  • Ability to understand and translate critical business issues to technology teams and relaying solutions back to operations.

Qualifications

  • BA in Finance, Accounting or Computer Science or equivalent work experience, advanced degree beneficial. 6-8 years of diverse experience in investment management and/or the financial services industry.
  • Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills.
  • Detail-oriented with strong organization skills and must be able to quickly gather and analyze data.
  • Excellent multi-tasking skills with the ability to thrive in a dynamic working environment.
  • Collaborative interpersonal skills, the ability to work within teams and a proven track record of building strong relationships.
  • Flexibility to support market hours and do some after-hours work when necessary.
  • Experience using Eagle products is preferred but not required.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities / Females / Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world’s financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It’s the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

EEO Statement:

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

To apply for the job click here

Production Services Application Support Specialist

To apply for the job click here

Contact us

BNY Mellon

You can make a difference by working at BNY Mellon, where finance, technology and business intersect, to power the global financial industry.

Related Jobs