Digital Client Platform Support Analyst

About TMF Group

TMF Group helps its clients operate internationally and ‘belong’ wherever they are in the world. Our work includes helping companies of all sizes with business services such as HR and payroll, accounting and tax, corporate secretarial, global governance and administration and fiduciary services for structured finance, private equity and real estate investments.

Position: Digital Client Platform Support Analyst

(Americas - full time – Bogotá, Colombia)

Job purpose:

TMF Group is the leading provider of critical compliance and administrative services. We serve corporations, fund managers, financial institutions and private clients operating, expanding and investing in multiple jurisdictions. We support clients by providing Legal, Regulatory, Compliance, Accounting & Tax, and HR & Payroll expertise in over 80 jurisdictions.

The role, Digital Client Platform Support Analyst, is part of the Digital Client Service Management department and the Digital Client Platform Support team.

The Support Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function. Proactively integrates subject and industry expertise and best practices within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function, the team and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Work and performance of all teams in the area are directly affected by the performance of the individual.

The Digital Client Platform Support Analyst is responsible for Level 1 support and execute operational activities to enable the clients to perform its task. The Digital Client Platform Support team is a client facing role and responsible to coordinating function between the end users and the internal IT teams. The Digital Client Platform Support team also supports go-live deliveries/ onboarding of clients on to the different platforms, as well as provide support during release weekends and hotfixes on production.

About the role

Key responsibilities:

• Demonstrating an exceptional customer service orientation, receive and log all support request from TMF Clients and Internal/External Stakeholders to comply with current SLA (service level agreement).
• The Digital Client Platform Support Analyst provides functional, technical and Domain specific (e.g. HRP) Processing support for users of TMF Applications. This includes providing functional support as well as quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Manages, maintains and supports applications, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations.
• Develop and maintain support documentation.
• Identifies ways to maximize the potential of the applications used, assess risk and impact of production issues, and escalate to business and technology management in a timely manner.
• Formulates and defines scope and objectives for complex application enhancements and problem resolution.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate and supports in application releases, deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identify risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between TMF Clients / TMF Local offices, interfacing internal technology groups and vendors.
• Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.
• Create periodic Application Support management reports.
• Create monthly client reports on platform availability, and the responsiveness and resolution of the different priority level service incidents.
• Manage user creation and accounts on the different platforms and contribute to Quarterly ISAE reviews on user management.
• Ensure 1st Line support for the multiple platforms and technologies, including maintenance, support, change management, problem and incident management, and support during releases.
• Where applicable work closely with the SME teams (Development, Infra, DBA, etc., focusing on stability, quality and functionality against service level expectations.
• Provide 1st line functional/technical support and where possible 2nd Line technical support liaising closely with internal and third party 3rd line application support SME’s, ensuring issues are identified and resolved.
• Ensure ticketed query system(s) and comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures accordingly.
• Identifying opportunities for automation and minimizing manual errors and security incidents.
• Support the Digital Product Management and Development team with the application release and system changes following the TMF Group’s processes and procedures and participate / support where applicable in application releases, from development, testing and deployment into production.
• Proactive in maintaining and increasing technical knowledge.
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Liaise with Digital Client Success Managers, Implementation team, Development team and Product Management and other internal parties (Orchestration and GEM enhancement team) to ensure effective applications support for all external and internal clients for the existing legacy digital platform systems and TMF’s next generation Digital Client Platform.
• Support any associated onboarding and admin support for TMF clients onto the application portfolio where applicable.
• Ensure any persistent issues are identified, and corrective plans are developed and actioned in a timely manner.
• Track, monitor and report on the ongoing support and maintenance status for TMF’s next generation Digital Client Platform and other platforms.

About your profile

• Experience with supporting multi-tier infrastructures including AWS and MS Azure), ITSM.IT service Management Tools, Data Translation Services, Microsoft Team Foundation Server, .Net, Power BI and basic SQL / or Database related knowledge would be preferred, and basic understanding of applications, data security and service /workforce orchestration.
• Domain experience in Payroll, HR, Entity Management, Accounting, Finance and experience in working with HCM systems like Workday, Horizon will be an advantage.
• Experience of working in a complex, multi-country professional services, BPO, SaaS or ITO organization with complex processing requirements will be an advantage.
• Strong external and internal customer service orientation.
• Possess the skills and personality to operate independently and effectively.
• Understand how to balance business and technological requirements.
• Have multi-country experience and demonstrates an ability to work in a multi-cultural, talented and demanding team environment.
• Excellent communication skills in both written and oral form, with staff members, customers, suppliers and the management team with the ability to take action and get results.
• Fully proficient in spoken and written English, additional European languages will be an asset.

Key business expertise:

• Mi Minimum of a B.A/B.S / university degree in Computer Science, Computer. Application, Information Technology. Professional certificates are preferred.
• Minimum of 3-5 years’ relevant work experience in Application Support.
• Experience in Incident and Problem Management.
• Experience with Batch job execution, monitoring, error log analysis.
• Knowledge of file layouts, formats/directory structure creation, user rights management is a must.
• Domain experience in Technical Support/ Payroll/ HR/ Accounting/ Finance/ Entity Management is helpful.
• Ideally would also be able to support Global projects and development, as requested.
• ITILV3/PMP/PRINCE2 certification is a plus.

What’s in it for you?

Make an impact

Our global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate in

Be part of One TMF

At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

A world of opportunity

Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.

Applications close: 12 Jun 2022 India Standard Time

For further information, and to apply, please visit our website via the “Apply” button below.