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Grow your career at State Street From technology and product innovation to corporate responsibility and community development, we're making our mark on the financial services industry. We're a global company with diverse people and experiences, and a network of over 35,000 employees spanning more than 100 markets. For us, success comes from the impact our employees have - on our clients, our communities and each other. We're committed to providing an inclusive environment where all employees feel valued and supported. Join us and make your mark at State Street.
Provide first contact resolution for items that fall within the scope of Service Desk & UAA responsibilities, as well as escalating and coordinating the activities between users and IT teams to ensure a timely and effective resolution. Manage the review process and conduct the initial analysis to determine prioritization and assignment of daily requests and incidents. The incumbent serves as the face of IFDS to the user community, ensuring seamless service and a positive client experience.
The successful applicant will be required to work within a team structure and to deliver a high valued service and service improvements that will benefit the business community. They will be integral to ensuring that defined service processes and controls are followed to a high standard. They should have a positive 'can do' attitude, eager to support colleagues and to contribute to the success of your team, department and wider organization.
In the role of IFDS- Transfer Agent (Service Desk & UAA Coordinator) you will be responsible for
General Role & Responsibilities:
User Access Management:
Provide first contact call resolution for access requests where possible within scope of Service Desk/ UAA responsibilities
Take ownership of Requests and Incidents to ensure end-to-end support processes are followed and that a high level of excellence and quality is delivered
Communicate status updates relating to ticket progress
Ensure all information is documented within the request ticket as an ongoing record, separating internal notes from client/user appropriate updates
Ensure that Requests for user access administration are completed within SLAs, ensuring proper approvals are in place, access provisioned timely and proper audit controls and practices are adhered.
Ensure provision of service excellence across all activities and tasks
Perform ticket trending and share results with the business with the aim to re-educate, address any service gaps and to enhance the end user service experience
Participation on the out of hours rota were required, to provide first level service support
Identify and implement service improvement initiatives that will make a positive difference
Incident & Request Management:
Manage incoming Incident and technical client requests via phone and/or e-mail in a timely and efficient manner
Perform initial classification for incoming incidents assigning category, configuration item, impact and urgency
Conduct preliminary research and analysis of the issue symptoms, reviewing the Knowledge Base, and make appropriate recommendations for interim workarounds and resolutions
Escalate Incidents and Requests to support level teams, as needed, while ensuring timely resolution and response to the user base
Participation in audit activities related to Incident and Access Management
Ensure access reporting and access recertification is prepared, validated, distributed and completed accurately and in a timely manner
Act as liaison representing Service Desk during major Incidents and outages and ensure timely and accurate communications to the business.
Communicate with users to ensure acceptance of Incident resolution
Compile data through Incident entry for use in management reporting and prioritization of Incidents
Ensure active engagement with business users to ensure missing information is secured to aid investigations
Work together as a cohesive team member providing support for Service Desk associates as required
Track and report on trends in incident and request management and user administration requests to show ability to meet SLAs
Provide data to identify areas to target for improvement
Identify and provide feedback relative to functional or operational gaps in self-service products
Communicate and collaborate with various support groups / teams to ensure reviews are completed prior to communication with stakeholders
Provide input into product documentation and recommend changes to enhance existing processes and procedures. Re-educate user based to ensure clear on product usage.
Contribute to the monthly , daily , weekly MI reporting and create service decks/reporting were required
Excellent written/verbal communication skills and listening skills; ability to communicate complex business and technical matters in simple terms
Good analytical and problem-solving skills; able to take a logical approach to problem analysis, exploring alternatives
Able to concurrently handle and coordinate multiple items/tasks at various stages of their lifecycle; able to multi-task and adjust to multiple and changing demands and priorities
Previous experience in customer service/support roles
Demonstrated ability to work in a team environment; g ood interpersonal and relationship building skills
Experienced with ticket tracking system(s); ServiceNow is an asset
Exposure to audit processes and audit review
Working knowledge of MS Office Products
Detail-oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary
Strong organizational and planning skills
Good research and information gathering skills, with the ability to apply new information/concepts/procedures in a constructive manner
Able to work overtime and weekends when required
To be successful in this role, your experience should include:
College Diploma or equivalent work experience
Prioritization - ability to organize work in order to accomplish multiple and changing priorities within specified timeframes
Ability to work with minimal supervision
Previous experience providing client support in the financial services industry and/or a service oriented environment preferred