Assistant Director-Client Services & Support Engineer

Mô tả công việc

Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $3.3 billion in 2014, employs approximately 9,900 people worldwide and maintains a presence in 33 countries. Further information is available at www.moodys.com. Lewtan, a wholly owned subsidiary of Moody’s Corporation and is the leading provider of workflow solutions to the global asset securitization industry, corporate headquarters located in Waltham, Ma, USA and are looking for a Client Services Analyst (CSA) to improve our customer value and become an essential part of our dynamic Client Services Team.   This individual would be an important part of Lewtan’s success in building relationships and maintaining satisfaction with our customers and would report directly to the Team Lead.   The CSA would be responsible for responding to client inquiries regarding Lewtan’s software and services, communicate question/problem resolution to customer and close out the problem in internal tracking system (Salesforce).  The Client Services Analyst will collaborate with several departments such as Sales, Product Management, Development, Quality Assurance, Data Services and Implementation groups to deliver solutions to serve our clients.   This will include problem identification, testing, duplication, determining problem severity, documenting the details on the internal tracking system, problem escalation and bug reports. The CSA will be a product expert, providing client training as well as creating and maintaining a knowledge base. This position will serve to track client requests for system enhancements and coordinate the rollout of product upgrades. This position will communicate professionally with Business End Users and technical support staffs.Qualifications/Responsibilities: Good working knowledge of fixed income securities or finance.   Strong problem solving skills, good organizational skills, strong customer support ethic, and strong oral/written communication skills are necessary.   BA degree and 2+ years of experience in Structured Finance and fixed income markets. ABS is a plus. Working knowledge of standard business applications (Word, Excel, Outlook etc). Advanced Excel is a plus. Experience working with SQL.   Ability to read and write SQL and experience translating and debugging SQL Procedures a plus.   Working knowledge of RDBMS (Relational Database Management Systems) concepts. Essential Job Functions:Develop and sustain a strong Client Relationship by maintaining open communication, monitoring account activity and executing with respect to Client SLAs. Identify, test/duplicate, document problems and follow through with problem resolution and communicate results to customers.    Act as primary customer contact for application questions and problem resolution. All subject matter and dialog, written or verbal, will be recorded/summarized in Salesforce notes. Apply Product updates to Internal Client Support Systems.   Create and execute regression test plans and manage release to customers.  Perform Sales support and provide business domain expertise on Structured Finance to the internal staff.    Continually look for areas of improvement in projects, products, processes. Push and sell ideas in a constructive manner to appropriate parties. Display client and Lewtan needs are the primary focus by being creative within requirements and environment without being needlessly complex. Participate in training on new releases to learn system enhancements, contractual commitment items and bug fixes prior to shipping to customers.    Field product enhancement requests and design flaws and forward to Product Management. Be clear and descriptive to document the problem description and not the resolution. Product Management will design the resolution.   LewtanMIS and MSS Candidates are asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.