Operations Support Analyst

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Operations Support Analyst

Locations: Waltham, MA | Jacksonville, FL | Hybrid

Get to Know Us:

Now is the time to join SS&C! We’re a leading cloud-based provider of investment software and services for the global financial services industry.  We are seeking a talented Operations Support Analyst to join our Evare team based in Waltham, MA.  

The person in this role will monitor inbound and outbound financial data files to ensure successful processing and utilize internal tools to troubleshoot processing issues, to react to late files, to resolve client connectivity issues and manage customer inquiries via a client reporting queue and researching and resolving them by analyzing of data file.

The hours are primarily days (8AM to 4PM) with a rotating holiday schedule.

What You Will Get to Do:   

• Impact recognition of clients impacted by workflow issues, escalate appropriately, decide to utilize workaround techniques to meet client SLA’s when required
• Detailed analysis and research of client inquiries including file format changes, missing data, missing data elements, missing accounts, confirmation of file receipts/ delivery, etc
• Contact financial data providers and clients to follow up on file delivery/ receipt issues, or file format problems
• Identify and escalate system issues to appropriate internal departments, including Senior Management and clients
• Authority to notify clients of system processing issues and announcement of Business Continuity or Disaster Recovery operations
• Verify encryption fingerprints/keys to validate integrity of data sender/receiver channels in order to establish secure data transport in observance and enforcement of company and client security policies (significant company liability)
• Set-up and test communications with external parties inclusive of FTP, sFTP, SWIFT, MQ
• Trouble shoot communications issues using internal application tools and technical diagnostic tools to identify latent issues
• Decision-making authority when to forward issues to level 2 groups for further research
• Query internal database to verify correct presentment of data, escalate identified issues to level 2 groups for mapping corrections or fixes
• Observing client specific SLA’s, responsible for providing clients an accurate representation of data issues, resolution path, or further troubleshooting requirements-this information is used by clients to make business decisions, including trading and accounting (significant company liability)
• Manage client inquiries in a timely manner, ensuring client satisfaction with our response time in compliance with client specific Service Level Agreements
• Authorized and responsible for the set-up of new client data workflows, ensuring data sent to correct client and follows the SSAE16 audited control processes (significant company liability)
• Procedural workflow suggestion changes or issues to management as well as subsequent policy recommendations
• Perform other duties as required.

What You Will Bring:

• Associate’s degree or equivalent experience
• 1-5 years’ experience in the financial services industry, or data file transmission group
• Prior experience in the back office setting, settlements or accounting work supporting clients with custodians is a plus.
• Ability to multi-task in a time critical environment while remaining detail oriented
• Critical thinking abilities, problem solving skills around data and technology
• Ability to work with management on escalation issues including:  procedures, policies, client issues, technology issues, or other escalation topics
• Ability to work well in a close knit team environment
• Experience working in global environment and ability to work with other cultures, language barriers, or time zone issues
• Ability to communicate effectively with clients
• Experience in dealing with exception management with data analysis and reconciliation a plus
• Experience with SWIFT, BAI, FTP, sFTP, and other data format and communication protocols a plus
• Specific Microsoft database experience a plus
• Proficiency with all Microsoft Office applications

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.