About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
ISS NTAM Production Maintenance and Support organization is looking for a Technical Support Analyst who can work under general supervision (but works independently), responsible for day-to-day production support for Asset Management Trading applications. ISS NTAM Production maintenance and Support organization is responsible for 24x7 production support across globe (APAC, EMEA and North America) for various applications of the Asset Management business units at Northern Trust Company.
Role:
NTAM Application Support has responsibility for the technical support of our Asset Management portfolio and order management, trade routing, reporting and other top 100 applications. This role will support our NTAM business and operations partners and clients and will liaise with upstream and downstream application teams.
The ideal candidates will be self-starters with excellent communication skills and a solid understanding of technology in a financial institution, including Reporting applications. Some night/weekends may be required from time to time. Candidate should be available Monday – Friday with individual schedules based on coverage rotation/duties.
Responsibilities:
Candidate will be responsible for providing L1/L2/L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
Candidate should be able to troubleshoot (review, analyze and resolve) production issues including job failure, and able to apply code fix on need basis.
Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirement.
Develop and maintain professional relationship with all stakeholders within IT and Business teams and provide support.
Monitor and attend to all alerts and escalate production issues as needed by relevant teams and management.
Coordinate with various teams including onsite support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
Candidate will be responsible for attending on call after office hours, including weekend to support High and Critical production issue.
Actively contribute to the supportability of the applications as well as continuous service improvement projects.
Develop understanding of NT’s systems and products utilizing reference materials and support procedures.
Adherence to corporate standards always.
Experience:
5-7 years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back.
Experience in incident management, understanding of ticket workflows and use of escalation. Experience with ServiceNow is beneficial.
Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
Works closely with other technology…