Senior Employee Support Analyst

Job Description
Role: Senior Employee Support Analyst

Shift - AU/US

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 DBRSs 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 Morningstars 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

Requirements:

• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• 2+ years of experience of managing applications involving technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
• 2+ years of experience debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Ability of troubleshooting applications independently with multiple concurrent priorities.
• Ability to collaborate successfully with team members & teams (end users, functional teams, release manager, development team)
• 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.
• Excellent communication skills verbal, listening, reading, writing
• Availability to work on rotation shifts between NA American & Australian shifts

Qualifications: A bachelor’s degree in computer science or related field

Good to have:

• 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