Client Support Analyst – 5463

Client Services, Full-time, Boston, MA
This role has been filled
The Role:

Are you looking for a career in financial systems, exposure to most asset types and care about the quality of your work? ION is looking for a candidate with an enquiring mind, an analytical, and proactive approach to problem solving. ION strives to offer an unparalleled level of support to our clients and as such, the candidate needs to be able to understand the client's perspective and work with them to reach a combined understanding and issue resolution.
ION manages a global client base running high availability financial systems 24 hours per day. To support this critical service, ION runs a “follow the sun” approach, with teams across the Americas, EMEA, and APAC.
ION's Asset Management Client Services team provides first and second-level support to Tier-1 and Tier-2 clients who run ION's products either on-premises or hosted by ION. 
The successful candidate will be adept at providing support, managing priorities, maintaining a strong relationship with clients while working in a fast paced and demanding environment. We are looking for an individual who understands the importance of customer relationships and who are solution focused with excellent communication skills. You will have an interest in both IT and the Investment Management industry and be enthusiastic about developing your skills

Key Responsibilities:

Build and maintain strong working relationships with clients communicating confidently using business acumen
Log, prioritise and manage incidents within ION's IT Support Management tool, ensuring they are regularly updated and accurately reflect the current state of investigation
Investigate and resolve incidents, communicating the status, risk, and any other updates effectively and promptly to the client
Liaise with internal groups as necessary, including Technical, Development, Implementation, and Infrastructure teams
Build and maintain a strong functional and business knowledge across ION's suite of products
Ability to work effectively within a team with minimal supervision
Ability to work in shifts
Willing to travel, if required

Required Skills, Experience and Qualifications :

Hold an IT, numerate or business-related degree
Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
Strong analytical, reasoning, and decision-making skills
First class written and spoken English
Ability to communicate confidently and concisely using business acumen
Ability to create and maintain strong working relationships both with customers and colleagues
Calmness under pressure and the ability to maintain good humour, particularly in the face of adversity
High quality of execution, productivity, rigor, and attention to detail
Teamwork, reliability, and collaboration
Lateral thinking and good judgment
Able to manage own time and changing workload
Thirst for knowledge
Imagination, creativity, innovation, and continuous service improvement

Desirable Skills:

Knowledge of some of the following: Compliance Systems, Portfolio Management Systems, Order Management Systems, Executions Management Systems 
Knowledge of Equity, Fixed Income, FX, and Derivative asset classes
Knowledge / experience of ITIL processes

About us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. More than 40% of the world’s largest companies use our solutions. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.
At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.
Learn more at

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.

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