Position Summary : As a member of the Global Entitlements Management team, the Senior Analyst handles internal and external customer requests related to access control to DTCC or ITP applications.
Expectations include an ability to effectively communicate ideas, build rapport and develop relationships with internal partners, manage partners (client) expectations, technical expertise and attention to detail.
Specific Responsibilities :
Take ownership of requests received via CRM queues and directly through Web form
Complete required tasks to create, maintain or delete client and user profiles for all DTCC or ITP services using a combination of web-
based and command-line tools, including UNIX scripts input in accordance with established processes and procedures and within predefined service level agreements (SLAs)
Assist other functions troubleshoot client set-up issues, including basic browser troubleshooting
Recognize high priority situations and take appropriate escalation action following predefined criteria
Liaise with other DTCC associates globally to facilitate fast and effective implementation of new clients and reduce resolution delays and frustration for client
Acquire and maintain current knowledge of relevant product offerings and procedures and participate in continuous process improvement initiatives
Other miscellaneous duties as deemed necessary by the Team Lead or Manager
Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
Leadership Competencies for this level include :
Accountability : Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.
Global Collaboration : Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions.
Communication : Articulates information clearly and presents information effectively and confidently when working with others.
Influencing : Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable challenging ideas.
Innovation and Creativity : Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.
Minimum of 3 years of related experience
Bachelor's degree preferred
Strong troubleshooting skills and technical aptitude
Excellent communication (verbal and written) and Customer Service Skills
Great listening skills and a professional telephone presence
Excellent decision-making skills, especially in a high volume environment requiring quick resolution
Ability to be self-motivated and perform daily job functions and assigned projects with minimal supervision
Experience in supporting Internet browser issues (Java script errors, digital certificate issues and browser settings)
Intermediate Level skills with the Microsoft Office Suite (Word, Excel specifically)
About DTCC : With over 40 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry.
From operating facilities and data centers around the world, DTCC automates, centralizes, and standardizes the processing of financial transactions across the trade lifecycle and mitigates risk for thousands of institutions worldwide.
At DTCC we value on our clients' interests and partner to deliver superior results with excellence and innovation and lead with integrity.
We proactively develop your potential and invest in your career.