Working in the Application Operations team, this role will be responsible for providing business application support for systems used by various departments within Western Asset Management. Reporting to the ITSO manager, the individual will have extensive contact with all areas of the business – Front, Middle and Back office – as well as working with appropriate application delivery teams based in the company's head office in Pasadena. There will be opportunities to assist the Pasadena application delivery teams with the analysis phases of projects impacting tactical as well support development requests. The role requires a blend of skills including good fixed income investment management knowledge, excellent team skills, and the ability to build and manage relationships with business users. The candidate will need to be confident, have good communication skills, self-motivated and have proven technical and analytical skills.
Oversee and provide front line support with monitoring the application support queue and e-mail box and address each issue as per the set protocol. Ensure all emails and calls are answered in a timely manner and follow up each issue to closure.
Liaison with the respective project leaders of the systems to create and maintain help/FAQ documents for the applications. Ensure the latest versions are always accessible to the users.
Lead the efforts in improving support practices & processes; guide and set direction for overall application support efforts.
Document solutions and workarounds in a central Knowledge Base for future use in resolving similar situations.
Represent the application support team by serving as main application support liaison to both application delivery teams and internal business users.
Continually identify ways to improve support and decrease unnecessary support calls. Identify improvements to applications, processes, and business logic to meet user needs and communicate to the respective App Dev team lead.
Perform data analysis tasks with SQL tools in order to trouble shoot errors and user questions. Work with the development team to analyze the data when necessary and promptly follow up with the user.
Create training documents and conduct periodic training for selected system super users in different business areas.
Deliver a high level of customer service to all users and continuous communication.
Assist with testing new application functions and work with project leads to communicate the changes in the software to the appropriate group of users.
Maintain a positive, constructive, team-oriented attitude as well as sound judgment with all job responsibilities.
Command a basic understanding of Western Asset's core values and business and how the position's job responsibilities contribute to the goals of the company.
Be on call for the development support after hours, when required.