Product Specialist, Officer

About the position

The position involves providing functional application technical support to CRD customers in the Fixed Income and Derivative space. The team is part of Charles River Development (CRD), which became part of State Street in 2018. CRD specializes in creating enterprise investment management software solutions for large institutions, including those in institutional investment, wealth management, and hedge funds. The team has contributed to the development of State Street Alpha, the first open front-to-back platform launched in 2019.

Responsibilities

• Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Research issues dealing with third party software.
• Follow a standard set of procedures and methods when responding to customer requests or inquiries.
• Conduct research on questions and issues using available information resources and other product specialists.
• Contribute to the continuous enhancement and improvement of support processes and methods.
• Successfully handle sensitive issue related situations that affect the perception of how CRD resolves customer problems.
• Manage special projects as required.
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other related task as assigned.

Requirements

• Demonstrated experience with SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server.
• Demonstrated experience with one or more structured programming languages.
• Extensive experience in system administration – system configuration management, resource sharing, operating system fundamentals.
• Relevant technical course work and/or technical academic projects.
• Proven ability to work in a mission-critical production support environment.
• Thorough understanding of Trade Life Cycle and System Development Life Cycle.
• Strong communication and interpersonal skills, written and oral including confidence in interaction with senior stakeholders.
• Strong analytical skills including process analysis with a keen eye for detail.
• Demonstrated history of solving complex technical problems with a strong analytical mindset.
• Demonstrated experience of Oracle or SQL Database loads.
• Comfortable facilitating project working groups and possesses strong data gathering skills.
• Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
• 0-3 years overall work experience in the world of Financial Technology or any other relevant industry.

Benefits

• Generous medical care
• Insurance and savings plans
• Flexible Work Program
• Development programs and educational support
• Paid volunteer days
• Matching gift program
• Access to employee networks