Business Application Analyst, Associate Business Application Analyst, Associate …

State Street
in Gdańsk, Pomorskie, Poland
Permanent, Full time
Be the first to apply
State Street
in Gdańsk, Pomorskie, Poland
Permanent, Full time
Be the first to apply
State Street
Business Application Analyst, Associate
Role Summary:

Act as primary point of contact for AWD application support queries or problems. The areas covered by this role include incident/request/ task management, problem management, vendor management, service transition and delivering service improvement initiatives.

The successful applicant will be required to work within a team structure, in delivering a high value service and in driving service improvements that will provide benefit to the entire user base.

Support is provided to Operational users across multiple sites namely - Ireland, Luxembourg, Canada, Boston, UK, Singapore, Toronto, Japan, Hong Kong, India at present.

Candidate should have a positive 'can do' attitude, eager to support colleagues and contribute to the success of your team, department and wider organization.

  • Act as point of contact for incidents/requests relating to AWD application and surrounding products. Investigate and analyze these issues and resolve in a timely manner
  • Ability to assess customer needs effectively and ensure these are responded to accurately, professionally and in a timely manner in line with the process
  • Monitor and maintain ticket logging tools and mailboxes and assist with any maintenance and changes that impact on such services
  • Act as link between TA and relevant technical support teams for all AWD application
  • Escalate issues where required to ensure appropriate resolution is achieved
  • Participate in calls with vendors to advance ticket resolution in a timely manner
  • Ensure appropriate support documentation exists for supported application
  • Provide an excellent level of high value customer service and proactive engagement including progressing calls with Operations to close out any urgent items
  • Review and identify any reoccurring issues and ensure there are short and long term solutions in place
  • Contribute to the bug fix process with documenting the issue to support testing reviews
  • Assist with coordinating any IT maintenance / change event that may need to be supported
  • Own and drive complex / critical incidents with vendors and ensure timely solution. Perform problem solving analysis at a high level
  • Raise incidents and requests with vendors (where required) via the appropriate ticket logging tool and with the required level of detail and at the correct priority level
  • Provide weekly/monthly updates on all open incidents using reporting functionality

  • Communicative English (min B2) - support to be provided to English speaking teams
  • Advanced Problem Solving
  • Good Communicator
  • Strong customer service focus
  • Team player and motivator
  • Flexibility within a multi-task environment
  • Commitment and reliability
  • Solution oriented

Additional Skills Required:
  • Technology knowledge/skills
  • Detailed working knowledge of MS Excel and Word would be an advantage

Working Hours:
  • Support to be provided between 9-17 or 10-18
  • Up to 1 working weekend each month (rotation basic within team)

We offer:
  • Employee savings plan
  • Premium life insurance package
  • VIP medical package
  • International operating environment
  • Language classes
  • Soft skills trainings
  • Technical workshops
  • Development sessions with a mentor
  • Diversity of opportunities across a range of challenging and highly complex activities
  • Technical or leadership career pathway