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IHS Markit

Client Services/Customer Care Support Principal


Department Overview

The Client Services/Customer Support Analyst Technical Support Officer is part of a global team based in London, Manchester Dallas, Singapore and India.

The successful candidate will be trained on the Markit EDM, thinkFolio application and in the informational needs of modern financial institutions. They will be an experienced Application Support analyst with proficient SQL skills and will be providing 2nd/3rd Line technical support. The role is dynamic and provides an incredible opportunity to build a solid career solving the data management issues of global top tier financial institutions.

Duties & accountabilities
  • Investigation, Reproduction and Resolution of customer issues
  • Advising on workarounds and identifying issues for bug fixing
  • Supporting/Monitoring feeds and processes for our Hosted and On-Premise clients
  • Interacting with clients and colleagues to ensure accurate and timely information flows
  • Receive customer support requests and provide advice and guidance to clients to resolve the reported problem with appropriate quality and timeliness
  • Provide thought leadership in the use of the product, and guidance to clients on how to use the system
  • Confirm that enhancements are correctly implemented and participate in software product testing
  • Maintain product documentation as necessary
  • Deliver end-user training covering the basics of thinkFolio
  • Provide 1st line support when necessary including responding to telephone and online support queries
  • On-Call Support is required on a rotational basis which additional payment is provided

Education and Experience
  • Candidates should be university degree level educated or equivalent and have a proven track record of application support gained ideally from a sell-side environment
  • Minimum 2 years' experience working in Buy-side Front Office systems
  • Experience of working with Front Office Systems either in support, analysis, or fund management
  • Proficiency in SQL is essential
  • Microsoft SQL Server 2008/2012/2014/2016/2017
  • Excellent problem solving, and strong oral and written communication skills are essential
  • Experience in database management using MS SQL Server and/or Oracle would be advantageous
  • Knowledge of Active Directory, an understanding of XML and of Amazon Web Services would be beneficial
  • Maintain up-to-date awareness of the current and future direction of the business industry and associated technologies
  • Direct experience of thinkFolio is not a requirement but would be an advantage
  • Good understanding of investment management across all asset types and geographies

Personal Competencies

Personal impact
  • Ambitious and looking to build on their career in a fast-moving environment.   The candidate should have excellent problem-solving skills, be ambitious, outgoing, flexible, inquisitive and self-motivated
  • Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
  • Excellent attention to detail, with ability to clearly communicate the nature of a software enhancement or defect
  • Strong problem solving skills
  • Organized, able to multi-task, and have positive attitude to achieve deadlines
  • Ability to understand the impact of a software defect and make appropriate decisions about the priority of the defect
  • Self-motivated; able to work independently with minimal supervision

Communication
  • Excellent oral and written communication skills for effective, appropriate communication with external clients and internal EDM teams at all levels

Teamwork
  • The support team is made up of many talented people based in offices throughout the world who all work closely together. The candidate must be able to fit into this structure and communicate with both business and technical people in a professional manner
  • The Support team is a friendly, close-knit group who share ideas and contribute to improving the support offering for our client base.  The successful candidate must be eager to work in such an environment

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Inclusion and diversity are critical to the success of IHS Markit, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category. For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees, please access our Inclusion & Diversity Statement here.

We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please  contact  or call +1 212 849 0399. Determination on requests for reasonable accommodation are considered on a case-by-case basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.

IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law).  In addition, as a federal contractor in the United States, the company participates in the E-Verify Program to confirm eligibility to work.

For information please click on the following links:

IHS Markit Business Code of Conduct
Right to Work
EEO is the Law
EEO is the Law Supplement
Pay Transparency

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Current Colleagues

If you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.

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