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We are looking for a 2nd Level Application Support Specialist. The successful candidate will be responsible for providing in-depth client support for Fitch Connect, the flagship platform for Fitch's unique market-leading content across Ratings, Research, Financial Data and Analytics.
As part of the 2nd Level Application Support Specialist team, you will diagnose problems, issues, defects and potential product enhancements. Issues will either be resolved at 2nd Level or escalated to Product and IT Development and status updates will be communicated back to 1st Level Customer Support to keep our customers informed. Collaboration with other support or dependency groups is required, as well as an ability to follow documented internal processes and workflows.
Essential Day-to-Day Responsibilities:
Investigate clients' issues with the objective of providing high quality responses and root cause analysis
Prioritize and manage several open issues at one time
Research, diagnose, troubleshoot and identify solutions to resolve system issues
Responsible for collating data and functionality feedback from customers and Sales team to incorporate in future enhancement release cycles and assist with the prioritization process
Act as an escalation point for any product related queries
Actively manage owned and escalated tickets
Respond in a timely manner to service issues and requests
Generate Monthly and quarterly service reports
Flag knowledge gaps/tickets where best practices have not been followed
Run weekly Management report regarding status of all high tickets
Exposure to a NoSQL DB other than Mongo
Excellent communication skills, both verbal and written
Strong knowledge of Confluence and JIRA
In-depth financial market data knowledge
Excellent Excel skills
Knowledge of FTP and FTP protocols (FTP, SFTP, FTPS)
Strong time management and organizational skills in order to prioritize workload and demands
Quick learner with excellent attention to detail
Self-motivated, proactive and driven
Logical approach to problem solving and analytical thinking
Demonstrates urgency, energy and enthusiasm
Experience of credit data within a bank, vendor or other financial institution
Experience with product and/or content integration
Experience with Web based platforms, Excel Add-ins, Datafeeds and API
At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity, employees work in an environment where they can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective.
With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.
Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.
For more information please visit our websites: www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com
Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch's credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.
Fitch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.