Digital Markets - Technical Client Service Specialist for Neovest - Analyst or Associate

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.

Job responsibilities

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and configuration.
• Provide prompt and accurate responses to customers within SLAs as defined by the level of Service purchased by the customer.
• Prioritise all customer incidents and manage multiple client issues simultaneously.
• Understand and use Jira/Confluence management tool, including how to update, escalate and resolve incidents.
• Interact with various levels of client and firm management through both written and verbal communications.
• Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible.
• Perform all due diligence, identify workarounds to bugs and customer issues whenever possible as well as common issues and techniques for addition to Knowledge Base.
• Work to understand client's business needs above and beyond the immediate requirements.
• Analyse data or information – identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Manage tasks effectively to maximise productivity, as well as identify and address complex database performance issues and implement solutions in a timely manner.

Required qualifications, capabilities, and skills

• Holder of a Bachelor's degree (or equivalent) and experience working in a financial services/software client support environment.
• Ambitious, self‑driven, and keen to work in a fast‑paced environment.
• Excellent English language skills (oral and written).
• Ability to quickly assess risks, urgency, and client deliverables/tasks, and strong problem‑solving and troubleshooting skills.
• Exposure to application knowledge within the financial industry, specifically buy‑side trading applications, protocols, and interfacing applications (OMS, EMS, FIX protocol).
• Knowledge of IT infrastructure and Windows OS in a support setting, with experience using database access tools (e.g., SQL Server Management Studio) and ability to read and develop complex queries using SQL.
• Exposure to network and domain architecture and solid business acumen regarding trading/portfolio management/trade operations implications.
• Ability to function in an environment that requires flexibility, sound judgement, and decision‑making based on limited information or extreme conditions, and proven ability to develop concept‑driven solutions.
• Critical thinking, using logic and reasoning to evaluate strengths and weaknesses of alternative solutions, drawing conclusions, and making good decisions under pressure.
• Teamwork orientation – confidence tempered with humility, willing to steer the team toward success and fully support the team when others do.
• Creative thinking – developing, designing, or creating new applications, ideas, relationship systems, or products, including artistic contributions.

Preferred qualifications, capabilities, and skills

• Exposure to programming languages (e.g., C++, VB, C#, .NET).

Equal Employment Opportunity Statement

We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal‑opportunity employer and place a high value on diversity and inclusion. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.