Position Description
The project Re-Imagine BUSS (Business Unit Support Specialist) oversees all aspects of the Investment Banking and Global Capital Market’s IT specific projects impacting the End User desktop production environment in the NY Campus and the North American branches.
The ideal candidate should have previous experience of working in an IT desktop support role with some project management exposure within the Investment Banking/GCM environment. Superior client facing and relationship building skills should be coupled with an extensive IT knowledge and the ability to work proactively to ensure a consistently high level of project delivery and daily support escalations when required.
The position requires strong communication, organizational and technical skills coupled with an aptitude for learning quickly and the ability to work well in a team.
To be successful, the candidate must be able to maintain a healthy balance between high productivity and high output quality to meet the needs of an extremely demanding and challenging environment.
Key Activities and Responsibilities:
• Serve as a technology support specialist to assist users with any of their technology issues within the production environment.
• Coordinate and manage projects that are high impacting or high risk technology initiatives.
• Act as an escalation point regarding impact/risk related to project implementation.
• Become a subject matter expert in all technology (hardware/software) that is used by the business.
• Encourage project management methodology advancements, innovate, review and recommend changes/processes where there is a clear business benefit.
• Understand the overall business flow, supported application systems and its interface with clients while understanding the sensitivity with PII and sensitive information.
• Maintain / Update support documentation and team websites.
• Send out e-mail communications to keep affected users aware of upcoming changes affecting their computing workspace.
• Perform troubleshooting support for desktop, virtual and mobile hardware, software, Windows Operating System, generic/internal applications and Business unit specific applications.
• Perform backup responsibilities to team members while they are out of the office.
• Call monitoring via ServiceNow and work on escalation/ownership of persistent technical issues.
• Serve as liaison to other groups within IT through established operating procedures.
• Work very closely with the WSS colleagues on the NY IBD/GCM Service Team.
• Coordinate testing of new application or upgrades.
• Perform maintenance of hardware inventory and supplies.
• Maintenance of desktop environmental health and consider automation wherever possible.
• Take initiative to stay current on technology and participate in training programs.
Qualifications & Skills Required:
• Bachelor degree or 5+ years of experience in IT Desktop Support, preferably in the end user support environment within the Financial Services industry.
• Strong Project Management skills (preferably within PMI and/or ITIL framework) to successfully prioritize and manage multiple projects to required deadlines.
• Familiarity with financial services organization - relative importance of technology to the Investment Banking business.
• Self-motivator who can successfully operate individually, own issues/requests/projects to completion and function as a member of a team.
• Strong interpersonal and relationship building skills.
• Strong listening, communication and presentation skills.
• Solid understanding of Windows at a desktop and application level.
• Experience with supporting mobile hardware and the iOS interface.
• Strong client and service focus.
• Excellent verbal and written communication skills.
• Strong personal, organizational and problem solving skills.
• Strong team building skills.
• Ability to learn quickly and navigate complex processes and internal systems.
Technical Experience:
• Windows OS (Win7 and 10)
• Microsoft Office -(including Outlook, Excel, Project & SharePoint)
• PC Hardware, Laptop & Mobile devices (Apple, Android)
• Experience with Remote Access (including SecurID), Virtualization, Citrix & VPN)
• Jive
• Market Data - (including Bloomberg, Thomson Reuters, CapIQ)
• Basic knowledge of various technologies including but not limited to Networking, Exchange, Security (firewalls, content filtering, etc.), Netapp filers, DFS & File Storage.
