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The role of Support Sr. Specialist available is for AxiomSL software. All of AxiomSL solutions are built on the same adaptable, high-performance platform. This gives clients a unique opportunity to reduce the cost and complexity of compliance by using one platform to manage all of their requirements globally.
Our support team is the first line support for our clients, playing a key role in acknowledging, understanding and investigating any issues that may arise with regards to our solutions or the AxiomSL platform. This role will require daily interaction with clients through our Case Management system, email or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required. Other aspects of the role will include the internal development of processes, documentation and management of the internal infrastructure. The successful candidate will be expected to take responsibility and ownership of some of these operations. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow.
Key Responsibilities
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Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored AxiomSL support environment
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Client issues investigation and resolution: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required
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Main point of contact for client issue investigation and resolution. To work closely with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focus
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Follow-up and provide updates to clients on outstanding issues. Manage and communicate progress on raised issues which require product or development input ensuring timely delivery of solutions to meet client expectations
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Generation of MI reports using Case Management System, Confluence and Excel tools
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Maintain domain expertise in one or more AxiomSL products
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Lead on-site/remote client support sessions
Requirements
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5-8 years of first-line support experience or experience working with clients as a Business Analyst, leading meetings to understand their needs, gathering relevant requirements, and providing appropriate documentation and clarification
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Experience of working on IT applications/systems preferably Business reporting applications
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Microsoft SQL Server knowledge/practical experience
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Microsoft Excel experience
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Understanding the regulatory reporting concept, aspects and process, knowledge of regulatory requirements to banks and financial institutions, its standards, preferably including experience in Capital and Liquidity reporting (for instance, COREP) and Shareholder regulatory disclosure
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Previous finance industry experience, familiarity with main Financial Statements; understanding of key financial products and their main characteristics (i.e. equity products, preference shares, derivatives, convertibles, bonds, etc.)
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Good communication skills and ability to work with a team in a dynamic environment and to deadlines
Desired Skills
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Bachelors in Finance, Mathematics, economic, Computer science or equivalent field
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Multi-tier support process experience
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Business analysis experience within the finance sector
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Highly organized and methodical approach, Self-motivated attitude
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Result- and customer focused
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Understanding aspects of regulatory reporting processes and XBRL (eXtensible Business Reporting Language)
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Familiarity and understanding of the XBRL taxonomy of the European Banking Authority (EBA) or/and other XBRL taxonomies published by financial regulators in the EU and European Economic Area (Bank of England, Banco de España, etc.)
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AxiomSL ControllerView knowledge.
Come as You Are
Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.
We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.
We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.
