Senior Product Specialist, L2 Application Support, AVP

Who we are looking for

The Senior Product Specialist ensures that our clients are optimizing their use of CRD’s products especially in the areas of system configuration, database administration, batch processing, performance tuning, reviewing efficiency of SQL queries, reviewing systems set up and architecture at client installations, and being proficient in areas of system integration testing with external third party vendors

Why this role is important to us

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 first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

As a Senior Product Specialist you will:

• Analyze problems, answer questions and provide training related to the software.  
• Decompose complex issues into primitive components, perform root cause assessment and recommend appropriate solutions.  
• Identify and test workarounds for bugs or deficiencies in the software.  
• Research issues dealing with third party software used as components of the software.  
• Follow a standard set of procedures and methods when responding to customer requests or inquiries.  
• Conduct research on questions and issues using available information resources and other product specialists.  
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.  
• Utilize and administer issue management software according to defined standards.  
• Respond to requests for technical assistance via the customer support portal.  
• Cross train peers and less experienced staff in product areas as well as how to properly assess and resolve issues.  
• Follow all methods and processes guidelines established as standard support operating procedures.  
• Meet or exceed customer satisfaction metrics established for the support organization.  

What we value

These attributes will help you succeed in the role:

• Strong written and verbal communication skills, with great attention to detail.  
• Self-motivated with the ability to operate independently – achieving results without close supervision – while also operating as part of the larger Support team.  
• Demonstrated practical, hands-on, ‘can do’ approach, able to work efficiently and creatively, effectively managing changing priorities and deadlines.  
• Strong analytical and problem-solving skills.  
• Travel may be required up to 5% per calendar year.  
• Flexibility with schedule and ability to work beyond regular business hours as needed.  
• Proficient working knowledge of Fixed Income and/or Equity financial instruments including Derivatives, Options, Futures, Municipal/Corporate/Bank Loans, Derivatives, and Hedge Funds.  
• Exposure to trading software applications such as Bloomberg, Reuters, etc. or any financial data analytics tool such as Matlab, R, SAS.  
• At least 2 years hands on experience with the Charles River Investment Management System 
• Working knowledge of SQL.  
• 0-3 years’ work experience performing one or more of the following: database administration, programming, scripting, and SQL/Stored procedure/trigger development or similar.  
• Understanding of relational database concepts on specific database platforms such as Microsoft SQL Server and/or Oracle
• Understanding of operating system principles and general data structures
• Understanding of three tier application architecture.
• Exposure to one or more object oriented programming language (ie C, C#, JAVA, Python)

Education & Preferred Qualifications

• BA/MS degree in a technical field such as Computer Science, Computer Information Systems, Engineering, or another technically related field.  
• Ideally a Bachelor’s degree in Science specializing in computer applications or equivalent, with five years progressive experience in software applications or development, at least three of which are in financial services technology.
• Minimum of 5 years’ experience on database platforms with software application packages.
• Broad knowledge of systems architecture and performance tuning.
• A background in Portfolio management and Trade order and execution applications is preferred.

Additional requirements

Periodic off-hours support

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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