Charles River Development (CRD), now part of State Street, is looking for a Post Production Support Specialist (PPSS) to support customers post go-live of the Charles River Investment Management Solution (CRIMS) implementation. The role involves defining client requirements, configuring and tuning the application, training users, testing workflows, and resolving issues to ensure client satisfaction and optimal use of CRIMS.
Requirements
- understanding of multi-tier technical architectures and relational database structures
- familiarity with SQL
- familiarity with FIX
- familiarity with reporting tools
- Hands-on experience implementing or supporting investment management software, preferably an order management and compliance system is especially valuable (equities, fixed income and derivatives)
- Substantive in one or more of the following: fixed income, equity financial instruments.
- Understanding of investment management or wealth management workflows, derivatives, and FX instruments.
Responsibilities
- configuring and tuning the application to the client’s business and technical needs
- testing workflows
- resolving issues
- liaise with Charles River Technical Support and Product resources to troubleshoot application issues
- Analyze and evaluate requirements issues while providing product expertise and guidance throughout the post go-live journey.
- Contribute to software quality by clearly communicating defects to Client Support and Product Management.
- Support the defect resolution process by providing clear descriptions of defects and validating the resulting fixes.
Other
- defining new client requirements
- training users
- PPSS are expected to have strong industry knowledge across multiple asset classes.
- establishing relationships with the various internal supporting teams.
- Educate customers on the methodologies and functionality provided by CRIMS.
- Advise on best practices regarding the implementation and operation of Charles River solutions and services.
- Responsible for maintaining a client issues list and status reporting.
- Train users on existing workflows
- Gather requirements for new asset classes, security types and/or business line
- Works with Professional Services team to assign dedicated resources to accomplish deliverables
- Identify errors and mistakes in documentation and suggest corrections and improvements.
- The Post Go Live Production Support Specialists is expected to have experience working on implementing or supporting Front, Middle or Back Office Investment Management systems.
- A strong record of customer service.
- Post Go Live Support Specialists must understand customer needs and build effective relationships.
- The candidate must be able to convey plans, issues and concerns to clients and team members in a clear, logical and concise manner.
- They will need to also be able to influence key decision makers both internally and externally.
- Must be customer driven, work within a team environment, and be focused on providing a high quality of service to the customer.
- Strong time management skills including the ability to manage multiple projects in parallel.
- Strong problem solving/analytical skills.
- Four (4) year degree in a business or technical field such as Finance, Mathematical Finance, Economics, Engineering, or Computer Science.
- An advanced degree or industry certification such as the CFA is a strong plus.
- 3 to 5+ years of experience
- Travel as required by the Customer
- The ability to travel to client sites throughout the United States and Canada as well as the ability to work effectively when remote from clients.
- Travel of 30-50% is typical but may exceed that at any given year.
