Job Description

Service Management Analyst
Job Number: 21-08270
Help drive change! Eclaro is looking for a Service Management Analyst for our client in New York, NY
Eclaro’s client is a leading global bank stimulating change and innovation in the industry by offering top-notch financial products and services for a wide-range of clients worldwide. If you’re up to the challenge, then take a chance at this rewarding opportunity!
  • Provide onsite hands on technical support and insightful advice to customers
  • Focus on providing customers with best in class support experiences
  • Acknowledge and address all customer queries, requirements and needs with patience and empathy
  • Provide guidance and training to customers on current technology and IT policies
  • Educate customers on new technology and processes to enhance technology adaption
  • Promote self-help through the self-service portals
  • Manage customer expectations to enhance the overall IT support experience
  • Quickly diagnose and resolve IT issues for customers
  • Provide customers with training and advice on client related technologies and transformations
  • Perform IMAC activities as part of the IT service offering
  • Utilize Service Now to document and track all service calls
  • Provide written documentation, updates and root cause analysis on IT issues to management as required
  • Create knowledge articles for newly discovered issues
  • Provide start of day and end of day health checks
  • Provide feedback on potential issues or concerns to mitigate future risks
  • Ability to provide outstanding customer service and support
  • Ability to use discretion to determine most urgent matters that needs their attention, depending on their knowledge of the business impact of the issue/request
  • Ability to maintain composure and customer focus in high pressure situations
  • Ability to troubleshoot and remediate complex issues in trading floor systems, the Service Management Analyst in Local Services analyses and modifies the computers operating systems and applications in order to meet specific user specifications, documenting such changes for others to replicate.
  • Ability to work independently, while engaging and supporting the overall team
  • Ability to use their expertise and analysis techniques and procedures, to aid in the determination of appropriate desktop hardware and system functional specifications
  • Minimum 5 + years of experience in customer service/support, client services, production support or technical support role
  • Bachelor Degree from an accredited College or University with a concentration in IT, Computer Science or related disciplines
Preferred Qualifications:
  • Previous experience supporting investment banking clients / trade floor clients
  • Knowledge of market data products such as Factset, Bloomberg, Eikon, etc.
  • Scripting experience in powershell
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
If interested, you may contact:
Bridgette Marks
Bridgette Marks | LinkedIn
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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