Post-Production Support Specialist, AVP in London

The Post Production Support Specialist (PPSS) supports customers post go-live of the Charles River Investment Management Solution (CRIMS) implementation. Their contributions include defining new client requirements, configuring and tuning the application to the client's business and technical needs, training users, testing workflows and resolving issues. The Specialist will liaise with Charles River Technical Support and Product resources to troubleshoot application issues and to determine the optimal configuration. The ideal candidate will have at least 8-10 years of hands-on experience gained in the financial industry working for a consultancy or software vendor. Experience leading the implementation or support of Front, Middle or Back Office Investment Management systems is highly valued.

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.

PPSS are expected to have strong industry knowledge across multiple asset classes. Additionally, PPSS team members are responsible for navigating the CRD/Alpha eco-system and establishing relationships with the various internal supporting teams.

• Analyze and evaluate requirements/issues while providing product expertise and guidance throughout the post go-live journey.
• Educate customers on the methodologies and functionality provided by CRIMS. Advise on best practices regarding the implementation and operation of Charles River solutions and services.
• Evaluate customer requirements to identify potential enhancements to Charles River solutions and services. Document and communicate product improvements as part of customer-specific requirements or in response to trends in the marketplace.
• Responsible for maintaining a client issues list and status reporting.
• Train users on existing workflows.
• Gather requirements for new asset classes, security types and/or business line.
• Document requirements.
• Work with Professional Services team to assign dedicated resources to accomplish deliverables.
• Contribute to software quality by clearly communicating defects to Client Support and Product Management. Support the defect resolution process by providing clear descriptions of defects and validating the resulting fixes.
• Identify errors and mistakes in documentation and suggest corrections and improvements.

Role will be dedicated to a client and will be available onsite at Customer's premises up to 50% of the time, as mutually agreed.

The Post Go Live Production Support Specialists is expected to have experience working on implementing or supporting Front, Middle or Back Office Investment Management systems. PPSS are expected to have strong industry knowledge across multiple asset classes. Additionally, PPSS team members are responsible for navigating the CRD/Alpha eco-system and establishing relationships with the various internal supporting teams.

• 8-10 years' of experience with the implementation and/or support of mission-critical financial solutions. Experience in the implementation and/or support of a financial system within a bank, hedge fund or asset manager, or wealth management firm is especially valuable.
• Hands-on experience implementing or supporting investment management software, preferably an order management and compliance system is especially valuable.
• Substantive in one or more of the following: fixed income, equity financial instruments. Understanding of investment management or wealth management workflows, derivatives, and FX instruments.
• Technically savvy: understanding of multi-tier technical architectures and relational database structures, familiarity with SQL, FIX and reporting tools.
• A strong record of customer service. Post Go Live Support Specialists must understand customer needs and build effective relationships. The candidate must be able to convey plans, issues and concerns to clients and team members in a clear, logical and concise manner. They will need to also be able to influence key decision makers both internally and externally.
• Must be customer driven, work within a team environment, and be focused on providing a high quality of service to the customer.
• Strong time management skills including the ability to manage multiple projects in parallel.
• Strong problem solving/analytical skills.

Education & Preferred Qualifications:

• Four (4) year degree in a business or technical field such as Finance, Mathematical Finance, Economics, Engineering, or Computer Science. An advanced degree or industry certification such as the CFA is a strong plus.
• Have at least 8 to 10 years of hands-on experience.
• Travel as required by the Customer.