Key Responsibilities
- Document new processes and guidelines.
- Automate daily business processes using multiple applications, such as Tidal Scheduler.
- Administer Application user accounts.
- Resolve issues and requests logged by the application users in an effective manner.
- We're a Level 2 Support team and an Escalation point to Level 1 Service Desk Team, receiving priority incident calls, emails and messages.
- Troubleshoot bugs, identify gaps in the system for development and propose workable solutions.
- Escalate bugs, code defects, functional queries and enhancement request to the Hazeltree Vendor Support team and our internal Developers.
- Query database tables to assist in the resolution of issues and requests.
- Coordinate with Hazeltree Vendor Support team and internal DBAs to modify and execute stored procedures or database updates.
- Create, Modify and Troubleshoot Excel Maps using Excel Functions and VBA.
- Analysis infrastructure issues and requests propose solutions and collaborate with infrastructure teams.
- Incident Manager responsibilities for Application related outages.
- Develop inter-application system understanding and add value in operational or strategic team discussions.
- On-Call Weekend rotation and Holiday rotation coverage.
- Active participant in Application Support Projects and Tasks.
- Maintain and administer the Hazeltree Application suit, including modules (collateral, cash and recon), sync manager and the hub.
- On-board new clients to Hazeltree.
Note that the position requires US working hours and shifts rotation.
Requirements
- Bachelor's Degree with a Technical focus.
- Minimum 3 years of technical support experience, with 1 year in the financial industry.
- Experience supporting or using Hazeltree 9X or above.
- Strong verbal/written communication skills, attention to detail and well organized.
- Accounting and financial product knowledge.
- Experience supporting Treasury users.
- Experience supporting back-end collateral and cash applications.
- Strong knowledge of Microsoft Excel and C-Sharp for mapping.
- Strong analytical and problem-solving skills and the ability to break an issue into its constituent parts and understand how these parts relate to each other
- Experience working in a team setting, serving as an internal escalation point and building solutions.
- Programming Language Syntax: MS SQL, Python, C#, XML, PowerShell Scripting.
- Experience using regular expression.
- Support MS Windows Server 2019 or higher.
- Experience supporting web applications and troubleshooting within the web browser.
- Preferred Certifications: SQL, ITIL
