Senior Client Service Support Analyst

at  Amundi

WHO WE ARE LOOKING FOR

Amundi has an opportunity for a Senior Client Service Support Analyst with investments management or software industry experience to join our Dublin team. We are looking for someone with a hybrid of excellent business knowledge, experience in a client facing support role and technical skills. The ideal candidate would have 5+ years’ experience within the Investment Management or software industry, with a good knowledge of Middle Office processes and exposure to Front Office applications.

WHY THIS ROLE IS IMPORTANT TO US

Amundi Technology is the IT & Services arm of Amundi Asset Management. The Client & Amundi Support Services team in Dublin is responsible for the support of the Front Office and Trading areas of the ALTO platform, and of the Middle Office services offered to external clients. ALTO is an in-house system developed by Amundi Technology, used both internally and by over 50 external customers in the Investment Management industry.
This is an opportunity for someone to build upon his or her technical or business experience within the Investment Management sector. The successful candidate will expand their horizons in supporting systems within Investments & Trading and/or in supporting Middle Office services provided to external clients. As the largest European Asset Manager, and with ambitious plans to expand our technology offering, there are opportunities to pursue both technical and business oriented career paths within Amundi.

WHAT YOU WILL BE RESPONSIBLE FOR

• Providing 1st and 2nd line support for service issues and requests from initial contact with Amundi Technology clients, through to resolution and documentation. Collaborating with other Amundi teams to resolve issues in a timely manner, and ensure root-cause and preventative actions are identified and documented.
• Providing subject matter expertise and use of incident/problem management/prioritization skills in the support of critical Investment business processes from Decision support and Portfolio management, to Order management and Trading, and onto Trade Processing and Reconciliation.
• Work with Product and Development teams to represent client needs that require system or service enhancements.
• As familiarity with the platform grows, analyzing clients’ business requirements and identifying solutions using the applications and systems available.

WHAT WE VALUE FOR THE ROLE

Experience of working in the Investment or Asset Management industry or a closely related sector is essential.
Experience of incident/issue management in a customer-facing role is essential.
Excellent analytical and problem-solving skills.
Demonstrable desire to progress within their role, both technically and in terms of business knowledge.
Experience of working with or supporting complex business applications would be very useful, as well as a good appreciation of general IT processes and best practices. Familiarity with support and documentation tools such as Jira and Confluence would be beneficial.
Excellent English language skills are required, good knowledge of French would be a considerable plus.
Experience of working within an IT Service management framework such as ITIL would be an advantage.
Experience of guiding and mentoring more junior staff would be advantageous.
Confident presentation skills on technical topics.
Ability to work as part of a team, but also independently and on own initiative, once trained.
Ability to work on both project and business-as-usual activities simultaneously.
Education & Preferred Qualifications
Degree level or equivalent professional qualification or equivalent worked experience.
Good understanding of financial markets and traded instruments.
A sound knowledge of the role of Front, Middle and Back Office applications within Investment Management.
Completion of CFA levels or other financial industry qualifications would be a plus.