Product Support Analyst

Software Guidance & Assistance, Inc., (SGA), is searching for a Product Support Analyst for a CONTRACT assignment with one of our premier Financial Services clients in New York, NY.

Responsibilities:
The FIS GMI product is a comprehensive, multi-currency, multi-asset class platform designed to support the middle and back-office operations of financial institutions, including banks, hedge funds, asset managers, and trading firms. It provides integrated processing, accounting, and reporting capabilities across a range of financial instruments, including equities, fixed income, foreign exchange, derivatives, and commodities. The role requires good analytical and troubleshooting skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required.

• Providing technical support to the GMI users, including troubleshooting issues, answering questions, and resolving problems
• Configuring and maintaining the GMI system, including testing and implementing system changes and updates
• Collaborating with other teams and departments, such as development, testing, and project management, to ensure effective system operation and support
• Monitoring system performance and identifying opportunities for improvement or optimization
• Developing and maintaining system documentation, including procedures and user guides
• Participating in system testing, validation, and implementation projects
• Providing training and support to GMI users, including new employee onboarding and ongoing training and development.
• Provide technical solutions and liaise with the Operations business during critical production outages while managing the remediation tasks following these outages to avoid repeat failures.
• Work with the Development and Release teams to ensure robust software implementations.
• Create innovative solutions and proactive approaches to optimizing processes
• Effectively communicate issues and status updates with business users, second level support, and development teams

Required Skills:

• Excellent problem-solving skills and the ability to troubleshoot complex technical issues
• Experience in Production support or software development for 5-8 years, preferably in fintech industry
• Experience in ITIL would be beneficial
• Experience in a demanding environment, working to strict deadlines
• Experience in a service-based environment would be beneficial
• Experience in analyzing and solving problems
• GMI, AS/400 and System 36/RPGLE.
• Strong SQL knowledge and query writing
• ITRS, ServiceNow
• Ability to communicate well at all levels
• Strong organizational skills
• Self-motivating
• Ability to work in a team environment
• Ability to learn new skills quickly with little supervision
• Possess strong communication skills, in both verbal and written format.
• Well organized and able to multi-task.
• Planning, delegation, multi-tasking, and prioritization skills.
• Team-oriented with a collegial approach to addressing challenges.
• Will be a highly motivated, strong performer with a proven ability to manage remote vendor teams to full effectiveness.
• Willingness and proactivity to take ownership of issues and see them through to resolution.
• Desire, and proven ability, to constantly improve technical environments and platforms.
• Must have strong attention to detail and not be willing to settle for a job half done.
• Be flexible to react to situations within the production support environment.

Preferred Skills:

• Nice to have: Python, Perl, and or Scripting skills

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.