CRM & Application Support Analyst, Corporate - Technology

  • Competitive base + bonus
  • London, England, United Kingdom London England GB
  • Permanent, Full time
  • Jefferies
  • 16 Jul 18 2018-07-16

As a Regional Application Support Analyst, you will be responsible for supporting the CRM & Analytics Platform for the region. You will be part of a global Production Support team and may be responsible for resolving issues across regions. The individual will support user requests, troubleshoot issues, drive resolution, performance front-end testing and any other administrative functions. Responsibilities include:

Company

Jefferies, the global investment banking firm, has served companies and investors for over 50 years. Headquartered in New York with its European head office in London and staff in over 30 global cities, the firm provides clients with capital markets and financial advisory services, institutional brokerage and securities research, and wealth and asset management. Jefferies provides research and execution services in equity, fixed income, foreign exchange, futures and commodities markets, and a full range of investment banking services including underwriting, merger and acquisition, restructuring and recapitalisation.

Team

The CRM & Analytics team is a highly strategic and cross-functional team responsible for leading the firm’s global digitalization effort. This initiative, spanning all client-facing business units and corporate functions, will drive innovation and strategic change through technology, data science, and deep analytics.  The team partners with key business leaders and industry experts to build transformational technology to drive revenue, maximize efficiency, and optimize the allocation of resources.  The CRM & Analytics team is at the forefront of Jefferies’ cloud initiative, leveraging best-in-class cloud-based technologies to replace legacy on-premises solutions to provide intelligent trend insights, actionable opportunities, decision support, and transparency into all client and business-related activities.

Role

As a Regional Application Support Analyst, you will be responsible for supporting the CRM & Analytics Platform for the region. You will be part of a global Production Support team and may be responsible for resolving issues across regions. The individual will support user requests, troubleshoot issues, drive resolution, performance front-end testing and any other administrative functions. Responsibilities include:

  • Provide Level I production support for in scope as per Operating Procedures and Runbooks
  • Promptly and professionally answers incoming calls/emails, determines the user’s needs, answers general inquiries and/or gathers appropriate information for resolution of the issue.
  • Accurately documents the call, and if applicable, generates appropriate workflow when the issue is not immediately resolved.
  • Work on user raised issues and provide resolution based on agreed upon SLAs
  • Stay informed of batch jobs status and other technical dependencies that may impact front-end user experience
  • Ensure tracking and status of all issues to support tracking and metrics
  • Support release management and user administration
  • Maintain a strong working knowledge of features and functions within the CRM platform

Key Responsibilities

The key responsibilities are:

  • Process documentation
  • User issue documentation, escalation and resolution tracking
  • Conduct product demos to the users
  • Implement methods for continually improving the support method including workflow and escalations

Person Specification

The following skills and experience are required for this role:

  • Excellent communication skills, both oral and written
  • Business analysis and/or project management experience
  • Familiarity with CRM or other front-office technology preferred
  • Knowledge of Financial Services preferred
  • Must have exceptional time management skills
  • Stay on top of tasks and responsibilities; works well with minimal supervision; responds in a timely manner