Job Description
Role: Senior Employee Support Analyst
Shift - AU
As a Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role along with providing feedback and input to help shape the modernizing and building better products. The team is passionate about keeping our systems modern, reusable, and maintainable. You will be shaping the future of Morningstar DBRS's Products and helping to make Morningstar DBRS a technology-first environment. The role will be to work with team members in North America and Mumbai and support DBRS Morningstar's global offices.
Responsibilities• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders• Research to identify issues; provide timely resolution, and communication of outcomes to all appropriate team members.• Communicate effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.• Build a knowledge base for end-users and support analysts• 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. Be responsive and provide 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 skills
Qualifications• A bachelor's degree in computer science or related field• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.• Ability to work independently and manage time and multiple concurrent priorities• Ability to collaborate successfully with team members• Excellent troubleshooting skills• 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.• Knowledge of technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework• Ability to debug SQL Queries and Stored Procedures in a relational database management system (RDBMS).• Excellent communication skills - verbal, listening, reading, writing.• Work with multiple teams - end users, functional teams, release manager, development team.• Availability to work on rotation shifts between NA American & Australian shifts
Good to haves• Demonstrated domain knowledge in financial/investment data, and/or analytics• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.
Morningstar is an equal opportunity employer.
About Us
Morningstar DBRS is a leading provider of independent rating services and opinions for corporate and sovereign entities, financial institutions, and project and structured finance instruments globally. Rating more than 4,000 issuers and 60,000 securities, it is one of the top four credit rating agencies in the world.
Morningstar DBRS empowers investor success by bringing more transparency and a much-needed diversity of opinion in the credit rating industry. Our approach and size allow us to be nimble enough to respond to customers' needs in their local markets, but large enough to provide the necessary expertise and resources they require. Market innovators choose to work with us because of our agility, tech-forward approach, and exceptional customer service.
Morningstar DBRS is the next generation of credit ratings.
If you received and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we've found that we're at our best when we're purposely together on a regular basis, typically three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
