Milestone Client Service Business Analyst

Global Client Services Team Member

Must have's: Five years' experience working in the fund accounting, funds management, custodial services, or investment operations industries is required. Proven ability in analyzing business data flows and processes; isolating issues, assessing implications, and formulating solutions. As a member of the global client services team, your goal is to provide positive support outcomes for our global production clients in accordance with established service levels. You will form close working relationships with all of our clients while working collaboratively with the other global client services team members around the globe.

Role responsibilities:

• First point of contact: Manage the initial response to our production clients for any issues they raise; determining the type of issue, priority, and level of support required.
• Analysis of issues: Undertake detailed analysis and investigation of issues as appropriate.
• Providing client feedback: Liaise and manage feedback to our clients until issues are resolved to the level of satisfaction our clients expect.
• Maintaining client relationships: Attend regular meetings with client representatives; meetings may be either face to face and via conference call.
• Quality assurance: Undertake application testing to confirm the behavior of items destined for release to clients.
• Release deployment: Co-ordinating releases and managing change control for our production client base.
• On call support: Some after-hours/on-call responsibilities will be required however this is on a shared basis across the team.

Essential skills and experience:

• Five years' experience working in the fund accounting, funds management, custodial services, or investment operations industries is required.
• Proven ability in analyzing business data flows and processes; isolating issues, assessing implications, and formulating solutions.
• Client focused with an ability to deliver under pressure.
• Sound written and verbal communication skills.

Desirable skills and experience:

• Business systems support/service desk/system administrator roles either within or to the financial services industry.
• Diploma or bachelor's degree in finance or I.T. related fields.
• Experience with business systems architecture, system administration, and/or production support.
• Competent using tools such as SQL and Excel for the retrieval and analysis of data.
• Control is the software that is being supported. Exposure, use or expertise is a bonus.

Personal attributes:

• Self-motivated and highly organized; you are ready to take ownership of problems and issues as required.
• You will liaise comfortably with clients and internal resources across all geographies and at all levels within the respective organizations.
• You will be a quick learner of new systems and business processes.
• Analytical and inquisitive by nature.