Product Support Analyst

Location: Canton, MA, Edison, NJ or Louisville, KY

In this position, you’ll be based in the Canton, Edison, Louisville office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

Computershare has an exciting opportunity for a permanent full-time Product Support Analyst to join our Computershare Technology Services (CTS) team within our Application Management department. 

A role you will love 

As a Product Support Analyst, you will be responsible for troubleshooting issues, supporting day-to-day requirements of our business units and clients, providing analysis and recommendations on existing technical solutions, playing a key part in technical projects and ensuring a quality service is provided to our clients. 
This is a hands-on IT focused position, suited to an individual with experience of Application Support and Business Analysis who enjoys working closely with Project Managers, Developers and Testers. 

You will work within a fast-paced IT department responsible for supporting applications across a wide range of business units within the financial sector. The role requires an individual who strives under pressure and can meet demanding SLA’s and deadlines. You will work closely with the Service Management and Development teams, utilizing the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services and applications into the production environment.

Other key responsibilities include:

• Issue debugging and Incident management
• Performing data and system analysis
• Successful management of change into production 
• Delivering and supporting IT projects and completing system configuration
• Supporting key business events and data migrations 
• Collaborating with individuals and teams to promote knowledge sharing
• Escalating risks and issues to the Team Lead and Management as appropriate
• Gathering and documenting knowledge gained on known issues into an indexed knowledge base
• Analysing support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved

What will you bring to the role?    

To be successful in this role, you'll need excellent communication skills, and a proven ability to build and maintain strong relationship with clients (including international clients). This role also requires flexibility and a willingness to work an on-call rotation.

You'll also bring:

• 2+ years’ experience in an IT support role or business role where you partnered closely with IT
• Experience in business analysis, release management and service delivery
• Experience in banking, financial services or similar industry
• Knowledge of the federal banking system including wires, file movement and tax systems
• Strong analytical, troubleshooting and debugging skills
• Proven ability to collect and analyze complex material and data and present it in accessible formats
• Proven ability to work under pressure and meet tight deadlines
• Experience with Incident & Problem management methodologies and associated processes is desirable
• You must be willing to work an on-call after hours shift on an 8-week rotating basis

Rewards designed for you 

Paid parental leave, flexible working and a caring and inclusive culture.

Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.

Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.

Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

Compensation. The typical base pay range for this role is $73,000 - $109,000 per year USD.

Computershare will use data analytics and artificial intelligence systems to help recruiters analyse and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills and experience commensurate with the role applied for. All outputs from the systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employment.

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