What are the responsibilities and job description for the Senior Associate, Production Services Application Support Analyst position at BNY External Career Site?
Senior Associate, Production Services Application Support Analyst
At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000 employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.
We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about
We’re seeking a future team member in the role of Production Services Application Support Analyst to join our Production Services team. and will work a Hybrid schedule (3-4 days per week in-office required). This role is in Lake Mary, FL.
In this role, you’ll make an impact in the following ways:
- Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner.
- Coordinate investigations and responses by internal and external clients.
- Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations.
- Participate in incident management, communications management, problem management, and service request fulfilment processes.
- Knowledge capture and transfer, assisting others in the implementation and use of Eagle software.
- Develop in-depth knowledge of service catalogue workflows and identify continual service improvement opportunities by working with technical support teams.
- Develop in-depth knowledge of the ServiceNow ticketing system.
- Manage incidents and service requests through task submission, prioritization, and completion.
- Effectively communicate to internal and external clients by providing timely updates and setting realistic expectations.
To be successful in this role, we’re seeking the following:
- Bachelor's degree in computer science or a related discipline, or equivalent work experience required. 4-6 years of experience in applications support or production environment required; experience in the securities or financial services industry is a plus.
- Strong Analytical and Troubleshooting skills. Simple SQL query knowledge a plus.
- Excellent multi-tasking skills with the ability to thrive in a fast paced, dynamic working environment
- Ability to prioritize multiple high priority issues and urgent requests.
- Strong communication skills to understand client requirements for requests/projects or problem statement on issues and clearly articulate to internal supporting teams.
- Ability to level set and communicate realistic expectations with client and deliver difficult responses.
- Experience working directly with clients on a regular basis from all levels of the organization.
- Proven ability to build strong relationships, both with colleagues and with internal and external clients.
- ITIL v3 Foundation certification a plus.
- Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills
At BNY, our culture speaks for itself. Here’s a few of our awards:
- America’s Most Innovative Companies, Fortune, 2024
- World’s Most Admired Companies, Fortune 2024
- Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024 · Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024
- “Most Just Companies”, Just Capital and CNBC, 2024
- Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
- Bloomberg’s Gender Equality Index (GEI), 2023
Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans
