Operations Support Specialist

  • Job Reference: DST/TP/46441/13360
  • Date Posted: 17 January 2023
  • Recruiter: SS&C
  • Location: Dublin City Centre, Dublin
  • Salary: On Application
  • Bonus/Benefits: Competitive
  • Sector: Financial Services
  • Job Type: Permanent

Job Description

Summary

The Operations Support and Control team is a team of SME's responsible for supporting the safe, efficient and timely delivery of service to all BPO and licenced client. The team acts as the intermediary between core operations and other areas supporting client delivery, including Business Change, Application Support and Technical Support. The team is also responsible for ensuring that appropriate governance, controls and procedures are in place to ensure safe delivery of service to SS&C clients.



Package

  • Competitive starting salary, followed by regular reviews and increases, as milestones are met.
  • Competitive holiday policy
  • 6% employer pension scheme contribution
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme
  • Discount scheme


Main Responsibilities

Business Support

  • Act as Subject Matter Expert for all BAU product and technical queries across BPO and licenced clients
  • Oversight responsibility for Service Now tickets in Business Support queue, including initial triage and agreeing operational priority
  • Perform triage on new tickets, providing resolution if appropriate or identifying correct internal routing for ticket
  • Assist in preparation of Management Information and reports
  • Regular operational review of all open tickets requiring code change to build backlog of tickets requiring development
  • Completion of Cost Benefit Analysis assessment on open release tickets with recommendation as to whether to process, Incorporate risk assessment in to review
  • Incident Management. Responsible for incident assessment, generation of a plan to remediate the incident and timely delivery on that plan
  • To complete end of day technical batch run

Change Support

  • Support requirements gathering for change including Business Requirement Documentation, Process Maps and user stories.
  • Represent Operations in requirements gathering sessions, ensuring any proposed change is delivered in a secure manner minimising impact to Operations
  • Support UAT of code releases, feeding in to test plans, test cases and acceptance criteria
  • Support handoff of release from UAT to production. Ensure procedures are updated to reflect new processes and staff are fully trained on changes prior to the release going live
  • Conduct smoke test of all releases to ensure production environment functions as required
  • Liaise with the client retained team in relation to business and test queries, requirement and supporting artefact sign offs
  • Liaise with internal/external stakeholders including in relation to the implementation / test of project initiatives

Governance and Controls

  • Ongoing review and maintenance of Operational procedures
  • Support BAU Process and Improvement initiatives
  • Assist with training and coaching of entry level and experienced team members


Ideal Candidate

Essential:

  • Desire to work in a fast paced environment
  • Desire and ability to learn new processes and products
  • General organisational business and financial awareness
  • Well organised and methodical individual
  • High attention to detail
  • Ability to work to deadlines
  • Excellent interpersonal skills
  • Excellent written and verbal communication skills
  • Time Management and Organisation skills
  • Problem solving and decision making skills over different levels of problems
  • Excellent customer service skills
  • Flexibility and willingness to adapt and develop within role
  • Can deliver and receive feedback in constructive manner

Desirable:

  • Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules
  • Customer complaint handling skills
  • QFA or similar qualification