Senior Employee Support Analyst

Responsibilities
• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders.
• Research to identify issues; provide timely resolution, and communication of outcomes to all appropriate team members.
• Communicate effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Build a knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues. 

•Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills

Requirements:
• 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.
• 2+ years of experience of managing applications involving technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework
• 2+ years of experience debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Ability of troubleshooting applications independently with multiple concurrent priorities.
• Ability to collaborate successfully with team members & teams (end users, functional teams, release manager, development team)
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Excellent communication skills – verbal, listening, reading, writing
 

Qualifications:
• A bachelor’s degree in computer science or related field

Good to have:
• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc.

Morningstar DBRS is an equal opportunity employer

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.