Service Delivery Associate (2nd Shift) - Remote

Hours:
11:30am - 8:00pm EST
Summary:
Provide subject matter technical and customer assistance to clients on the implementation and configuration of new and existing customers using the company's proprietary document management, and composition system: ArcReporting.
The objective of the Service Delivery Associate is to support our proprietary online financial reporting application, ArcReporting. This application produces quarterly, semi-annual, and annual reports for mutual funds and other investment companies. The Service Delivery Associate will work directly with the clients providing technical services. The Service Delivery Associate will be responsible for understanding the flow of data and the interconnectedness of mutual fund financial information and how it flows through the platform.
Responsibilities:

• Work closely with customers to gather requirements and set up accounts on the company's proprietary document management and composition platform.
• Configure systems/templates for new clients to meet specific requirements.
• Provide day to day service of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests.
• Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams.
• Data mapping and processing (includes understanding and writing of business rules as it relates to client data)
• Statement building (ensuring proper flow of data from databases to automated output-ready statements)
• Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements.
• Prepare general use guides and develop client specific documentation and templates.
• May assist with version upgrades and UAT testing to ensure a seamless product migration. Provide feedback on product functionality enhancements based on interactions with customers
• Performs other related duties and participates in special projects as assigned.

Qualifications:

• Bachelor's degree OR demonstrated ability to meet the job requirements through a comparable number of years of work experience.
• Minimum 2 years' of professional work experience in Financial or Information Systems
• Experience in client support or customer facing role

Preferred Skills:

• Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.
• May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.
• Must have advanced knowledge of technology to include computers and software programs such as MS Office word processing, spreadsheets or other programs specific to financial reporting in order to complete job duties successfully.
• Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.
• Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs.
• Must be able to work weekends and holidays if needed.
• Experience with customer support and ticketing system (Zendesk)