Investment Services Platform Support Analyst

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Investment Services Platform Support Analyst

Sector: Banking and Financial Services

Role: Analyst

Contract Type: Permanent

Hours: Full Time

Who we're looking for
We are looking for an individual to join our Investment Services Platform Team (ISPT) to focus on the day-to-day support and service management of our core investment platform, Aladdin by BlackRock Solutions (BRS).
Working in a fast-paced environment, you will be responsible for overseeing Aladdin related enquiries and service requests raised from Investment and Operations business stakeholders. You will work closely with BRS to ensure issues are escalated and resolved, and ongoing problems are managed. You will be able to remain calm under pressure and balance multiple priorities.

What you'll do

• Support the day-to-day service provision and oversight of our core investment platform (Aladdin) with the third-party supplier BlackRock Solutions (BRS).
• Service 2nd line Aladdin related enquiries from Investment, Dealing and Operations users globally with primary focus in the APAC region.
• Troubleshoot general user enquiries and direct accordingly.
• Escalate Aladdin service incidents impacting critical business processes, including coordination with Schroders Global Technology and business teams through to resolution.
• Follow up on issue/incident root cause analysis and mitigating actions.
• Work closely with team members in Asia Pacific and US to ensure global coverage and handover of service issues and escalations on a daily basis.
• Identification and management of the life cycle of underlying problem management themes.
• Work on multiple priorities concurrently.

The knowledge, experience and qualifications you need

• Good understanding of fund management business.
• Basic understanding of investment products and instrument lifecycles.
• Strong communication skills and interest in third-party portfolio, order, execution management systems.
• Ability to define and document business problems within a complex investment management environment.
• Good inter-personal and organisational skills.
• Ability to operate under pressure, multi-tasking and deliver to demanding deadlines.

The knowledge, experience and qualifications that will help

• Previous experience of working in a helpdesk/service management role is preferred.
• Business knowledge of Asset Management industry.

What you'll be like

• Service orientated.
• Able to work under pressure, on several critical priorities at once.
• Have the ability to quickly understand issues, make good judgements and quick decisions.
• A critical thinker and problem solver.
• An excellent communicator with strong ability to articulate complex issues succinctly.

Company

As an investment manager, we make decisions every day on behalf of savers and investors around the world. They depend on our broad investment expertise, across private and public markets to manage: £731.6 billion (€871.3 billion/$990.9 billion) of wealth and investments. We help them achieve their long-term financial goals – and make a positive impact in the world.

Inclusion and Diversity

Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.