Job Description

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 solution and support engineer for our growing Infrastructure Support team. This team is responsible for the design, administration, and daily operation of critical systems used to support our clients\xe2\x80\x99 Production, Disaster Recovery, and Test environments. The team also helps to develop new support services and architects our core infrastructure. We offer an opportunity for talented and driven individuals to get on board with an organization that values personal initiative and growth.

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.

Primary Purpose of Position:

\xc2\xa7 Provide customer service and frontline support for clients subscribing to Charles River\xe2\x80\x99s suite of SaaS Operations including Application Management, Hosting, CRN/FIX, and/or Compliance Services.

Essential Functions:

• Perform frontline technical support as part of a global team to deliver exemplary customer service to CRD\xe2\x80\x99s SaaS Operations clients.
• Coordinate with clients, internal Charles River colleagues, and CRD vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by CRD\xe2\x80\x99s automation tools.
• Follow departmental procedures to ensure timely, high quality delivery of service to Charles River global SaaS Operations clients and help ensure a \xe2\x80\x9cfive 9\xe2\x80\x99s\xe2\x80\x9d level of service availability.
• Escalate and track issues which exceed the scope of the frontline support capability.
• Ensure all internal SaaS Operations tracking systems and documentation are accurate and current.
• Provide periodic off-hours support.

Non-Essential Functions:

\xc2\xa7 Perform other duties as assigned.

Requirements and Qualifications:

• A BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics required.
• A minimum of 2-5 years of progressively responsible, relevant experience, preferably in customer facing roles.
• Proven customer focused mindset and excellent customer service skills
• Excellent interpersonal, verbal, and written communication skills
• Aptitude for technical troubleshooting
• Ability to succeed in a mission critical, technical, customer service and support environment
• Ability to work effectively with internal departments and external vendors to resolve client issues
• General familiarity with Windows administration, networking, and databases preferred
• Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable, but not required
• Salesforce administrator or related experience desirable, but not required
• Ability to manage multiple, simultaneous priorities.
• Proven organizational skills with attention to detail.
• Ability to achieve results without close supervision.
• Self-motivated with the ability to operate independently and also has the strong desire to work as a member of a team.
• Demonstrated practical, hands-on, \xe2\x80\x9ccan-do\xe2\x80\x9d approach, and the ability to work efficiently and creatively.
• Strong analytical and problem-solving skills.
• Travel unlikely to be required.
• Flexibility with schedule and ability to work beyond regular business hours with periodic off hours support required.

Physical Requirements:

• Involves work of a general office nature usually performed in a stationary position (E.G. sitting or standing) such as answering the phone, operation of a computer, and/or operation of a photocopier.
• Involves movement between departments to facilitate workflow.

Internal and External Contacts:

• Interfaces regularly in both verbal and written form with all levels of professionals.
• Interfaces regularly with external customers and other parties.

Reporting Structure:

• Reports to a Team Lead or Manager in SaaS Operations, who provides supervision, guidance and evaluates work performance on a periodic basis.

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\xe2\x80\x99re making our mark on the financial services industry. For more than two centuries, we\xe2\x80\x99ve 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 in locations, but you may expect generous medical care, insurance and savings plans among other perks. You\xe2\x80\x99ll have access to flexible Work Program 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\xe2\x80\x99 diverse backgrounds, experiences and perspective 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 the 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 program 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.

Discover more at StateStreet.com/careers

State Street