Application, Infastructure and Service Management

Burlington, MA

Full-time

Onsite

$70K/yr - $115K/yr

New Grad, Entry, Mid Level

State Street is one of the largest custodian banks and asset managers in the world. The role focuses on enhancing customer relationships through effective operations and support processes while ensuring service levels are met and improved continuously.

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Responsibilities

Ensure Batch reporting for end-to-end daily reporting
Focus on Responsibility for definition and monitoring and analysis of KPI
Identifying Improvements based on this data
SaaS Deployments
Various Available modules and general understanding of each of them
Data Platform and Services
Product Integration
Batch Processes
Start of day readiness
Support planning, priorities and issue management across the organization
End to end ownership and accountability of managing client environments
Ownership of change management communications
Operations Channel into Exec Management
Daily updates
Escalation target for Operations and other delivery groups
Mobilization of Major incident process from a CRD perspective
Take lead and drive on priority incidents for key clients
Process Improvement
Identify Chronic issues
Recommend and collate ideas for improvement
Build business cases and drive for Recommendations to Actions
Data Analysis
Build and analyse reports to be shared with internal and external stakeholders
Responsibility for support case hygiene and improving response and resolution time
Provide guidance and oversight to Incident Management
Ensure follow ups to major Incident management
Be a key point of contact for Incident Review and Management

Qualification

Required

Minimum 0-3+ years of Financial / Software Services industry background with financial market information systems preferred
Experience in Services / SaaS environment with a focus on Service Management
Demonstrate leveraging a strong analytical mindset to generate Management Information using ServiceNow and SalesForce
Experience in leading high performing technical teams and ability to motivate staff in high pressure environments
Demonstrable history of identifying and delivering process improvement, including exceptional prioritization skills
Proven ability to partner with various internal departments to deliver superior customer service
Front, Middle and Back Office, as well as instrument type knowledge across equities, fixed income, derivatives, FX etc
Demonstrated ability to face up to client C-Level management, using a hands-on approach, in major and medium sized corporations
Understanding of multi-tier technical architectures and relational database structures
Familiarity with SQL, FIX, Crystal Reports, messaging, and web services a plus
Demonstrated ability to meet self-imposed deadlines with proactive management skills to drive team outcomes and deliverables
Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills
Bachelor's Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering or the like

Preferred

Benefits

Retirement savings plan (401K) with company match
Insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
Paid-time off including vacation, sick leave, short term disability, and family care responsibilities
Access to our Employee Assistance Program
Incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
Eligibility for certain tax advantaged savings plans
Flexible Work Program
Development programs and educational support
Paid volunteer days
Matching gift program
Access to employee networks

State Street offers a range of financial services, including investment management, research and trading, as well as asset management.

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