Senior Employee Support Analyst

Job Description

As a Product Support Analyst at Morningstar DBRS, your role involves supporting a diverse set of Products and Services by applying technical knowledge to assist end-users and stakeholders. You will be responsible for researching to identify issues, providing timely resolution, and communicating outcomes to all appropriate team members. Effective communication is key, as you will convey complex technical information via email, chat, ticketing system, and attendance in bridge calls. Additionally, you will be required to understand and educate end-users on complex user experiences and build a knowledge base for end-users and support analysts.Key Responsibilities:- Make software improvement recommendations to enhance user experience and increase support analyst autonomy- Track, evaluate, and determine resolution approach for credit products and underlying data issues- Demonstrate a high sense of ownership of the issues in the product ticket queue by being responsive and providing timely updates, follow-up, expedition, and resolution- Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary- Think strategically when it comes to understanding client requirements, problem-solving, and project management skillsQualifications Required:- 3 years of experience in Application Production L1 (Level 1) & L2 (Level 2) support- 2 years of experience managing applications involving technologies such as Python, AWS, JavaScript, or any JavaScript framework- 2 years of experience debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS)- Ability to troubleshoot applications independently with multiple concurrent priorities- Ability to collaborate successfully with team members and teams (end users, functional teams, release manager, development team)- Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.- Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk, etc.- Excellent communication skills verbal, listening, reading, writingIt is preferred that you hold a bachelors degree in computer science or a related field. Additionally, any demonstrated domain knowledge in financial/investment data, and/or analytics, as well as working knowledge of monitoring tools like Splunk, New Relic, etc., would be considered a plus.Morningstar DBRS is an equal opportunity employer with a hybrid work environment that encourages collaboration in-person each week. The hybrid work model typically involves four days in-office each week, with additional benefits to enhance flexibility as needed. Tools and resources are provided to facilitate meaningful engagement with global colleagues. As a Product Support Analyst at Morningstar DBRS, your role involves supporting a diverse set of Products and Services by applying technical knowledge to assist end-users and stakeholders. You will be responsible for researching to identify issues, providing timely resolution, and communicating outcomes to all appropriate team members. Effective communication is key, as you will convey complex technical information via email, chat, ticketing system, and attendance in bridge calls. Additionally, you will be required to understand and educate end-users on complex user experiences and build a knowledge base for end-users and support analysts.Key Responsibilities:- Make software improvement recommendations to enhance user experience and increase support analyst autonomy- Track, evaluate, and determine resolution approach for credit products and underlying data issues- Demonstrate a high sense of ownership of the issues in the product ticket queue by being responsive and providing timely updates, follow-up, expedition, and resolution- Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary- Think strategically when it comes to understanding client requirements, problem-solving, and project management skillsQualifications Required:- 3 years of experience in Application Production L1 (Level 1) & L2 (Level 2) support- 2 years of experience managing applications involving technologies such as Python, AWS, JavaScript, or any JavaScript framework- 2 years of experience debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS)- Ability to troubleshoot applications independently with multiple concurrent priorities- Ability to collaborate successfully with team members and teams (end users, functional teams, release manager, development team)- Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.- Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk, etc.- Excellen

Keyskills :
PythonAWSJavaScriptSQL QueriesStored ProceduresRDBMSIncident managementApplication MonitoringCommunication SkillsMonitoring ToolsApplication Production SupportService Level Agreement managementService request handling