Product Specialist - Assistant Vice President

Who we are looking for

Charles River Development is rapidly growing its Software-as-a-Service platform. We are looking for a hands-on, well rounded Product Support – Technical for our growing Technical Support Team.

Why this role is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

As Product Specialist you will

Respond to requests for technical assistance via phone, email.

Diagnose software issues and recommend the appropriate solution.

Provide follow-up and status update calls to clients

Analyze problems, answer questions and provide training related to the software.

Identify and test workarounds for bugs or deficiencies in the software.

Identify and implement efficiencies and improvements to standard processes and procedures such as automation through scripting, programming, etc.

Align risk and control processes into day to day responsibilities to supervise and mitigate risk; raise appropriately

Coordinate with engineering, product management and 3rd party entities as needed to ensure the correct attention is brought to open customer issues.

Follow a standard set of procedures and methods when responding to customer requests or inquiries.

Conduct research on questions and issues using available information resources and other product specialists.

Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.

Utilize and administers the help desk software.

Complete any other related tasks as assigned.

What we value

Education & Preferred Qualifications

Four (4) year degree in a technical field such as Computer Science, Engineering, or another related technical field.

Seven (7) to Twelve (12) years of overall work experience in the world of Financial Technology and application production support

Exposure to SQL and fundamental understanding of relational database theory and/or specific knowledge of Oracle/Microsoft SQL Server

Exposure to one or more structured programming languages

Extensive experience in system administration – system configuration management, resource sharing, operating system fundamentals

Relevant technical course work and/or technical academic projects.

Familiarity to using Salesforce for Case tracking is preferred.

Knowledge of industry principles and new technologies like cloud computing, virtualization, KAFKA etc. is preferred

Proven ability to work in a mission-critical production support environment.

Thorough understanding of Trade Life Cycle and System Development Life Cycle

Experience in the Charles River application or any Order Management and Execution Management Systems is preferred

Familiarity with Charles River Database tables, Batch Processes, Imports, Exports modules is highly preferred.

Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred.

Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.

Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.

Demonstrated history of solving complex technical problems with a keen eye for detail and strong analytical mindset

Familiarity with Unix/Linux and protocols such as FIX or SWIFT is a plus.

Demonstrated experience of Oracle or SQL Database loads.

Additional requirements

Analytical thinker who can decompose complex issues into primitive components and perform root cause assessments.

Communicates with a high degree of proficiency both verbally and in written format. Has ability to take complex issues and summarize in a clear, crisp, concise manner.

Tenacity and “whatever it takes” attitude to drive issues to completion. Demonstrates self-starter mentality supported by strong work ethic.

Team player who shares openly and willingly. Share knowledge and experience and takes initiative to keep other team members informed.

Good time management, organization, and prioritization abilities.

Follow all methods and processes guidelines established as standard support operating procedures.

Meet or exceed customer satisfaction metrics established for the support organization.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Company: Charles River Development

State Street's Speak Up Line

R-757737