What is the opportunity?

As part of WM CRM & Client Onboarding Support team, you will take a primary role of Operations Support for the Implementation and Support of CRM & COB products within Wealth Management Technology & Solutions. Utilizing an ITIL framework for industry best practice this position will work within a team on analysts to manage a wide variety of incidents, problems, changes and report requests. The Analyst provides clients with third-level day-to-day support in order to establish a strong track record of value-added, professional, and customer-centric performance. The Analyst also cultivates and maintains relationships with key stakeholders to build confidence and trust in the products/applications supported.

What will you do?

The Analyst is the single point-of contact for client operations staff and internal stakeholders to manage day-to-day incidents & problems across appointed CRM applications in a complex, multi-vendor environment with primary goals to:

• Minimize client impact.
• Perform initial triaging/diagnosis and coordinate root cause analysis and problem prevention efforts with subject-matter experts and vendors
• Provide seamless escalation and communication to internal and external stakeholders
• Work with the Implementations teams providing application health checks to support the smooth transition and integration to production environments
• Develop/update operational processes and operational framework documents on an ongoing basis

What do you need to succeed?

Must-have

• Experience in a technology/financial services environment;
• Client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense;
• IT Standards, Methodologies, SDLC, SLA, audit requirements
• Proficient in Microsoft office products
• Conflicts and issues resolution and escalation;
• Critical-thinking skills with the ability to problem solve

Nice-to-have

• Experience in Business analysis
• Experience in customer support
• QA/testing experience, basic technical skills
• RBC products knowledge
• Experience working in High productivity and timeline driven environment

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work