Client Support Analyst

The successful candidate will act as a liaison between clients and Broadridge’s technology and operations teams to ensure the successful delivery of product releases, from UAT to steady-state production. Utilizing excellent client-facing, problem-solving, and technical analysis skills, you will validate release deployments, set up environments, configure products, and proactively detect and address issues. Your response to client-reported issues will ensure corrective actions are delivered efficiently and on schedule.

Key job functions include close collaboration with development, QA, DevOps, client delivery, and technology shared services teams to guarantee the successful release of products and effective knowledge transfer, as per Broadridge's standards for change and release management.

Candidates should ideally have a working knowledge of asset servicing and experience with release deployment and vendor testing, preferably from a financial institution's perspective. Confidence, self-motivation, excellent communication skills, and familiarity with back-office processing in capital markets, wealth, asset management, or securities services environments are essential.

• Client Support: Proactively engage with clients to prioritize issues, provide timely updates, manage defect prioritization, and drive client calls on priority issues and incidents.

• Environment Support: Offer day to day support for product releases and UAT in nonproduction client facing environments, including setup and configuration.

• Environment Health Checks: Monitor for issues proactively to maximize nonproduction environment availability.

• User Testing Support: Triage incoming issues and verify alignment with functional and technical scope, coordinating corrective bug and data fixes as needed.

• Root Cause Delivery: Collaborate with technical and functional delivery teams (including DevOps) to implement and validate releases into UAT environments.

• Status Reporting: Communicate progress with client users, technical staff, and Broadridge stakeholders, escalating issues to management as necessary.

• Deployments: Coordinate release and change delivery with technical teams in compliance with Broadridge change management policies.

• Planning: Prioritize and deliver reported defects and data fixes to ensure release integrity and production stability.

• Knowledge Transfer: Provide effective knowledge transfer to clients and operational teams, including ad hoc training if required.

• Continual Improvement: Identify opportunities for process improvements and update documentation, team collaboration sites, and operating procedures.

Basic Skill Level Requirements

Qualifications:

• Bachelor’s degree required, preferably in an IT discipline.

• 5+ years’ experience working in a Business/Client Facing or Application Support role, preferably in the Financial Services industry.

• ITIL v3/v4 Foundation preferred.

Experience:

• Extensive experience in a business/client-facing application support role.

• Strong knowledge of asset servicing lifecycle/corporate actions.

• Familiarity with industry standards for software release and UAT support.

• Experience with DevOps, especially in an AWS environment, is advantageous.

• Proficiency in change and problem management.

Skills:

• Excellent verbal and written communication skills.

• Proactive self-starter with the ability to manage shifting workloads.

• Strong critical thinking and problem-solving abilities; experience with debugging tools is a bonus.

• High attention to detail and delivery-focused mindset.

• Strong client-facing skills.

• Ability to challenge and understand detailed requirements.

• Flexibility to work outside regular hours to support release delivery for live clients.

Tools:

Required:

• Working knowledge of ORACLE or similar RDBMS technology.

• SQL and PL/SQL.

• Jira.

• SharePoint.

• MS Office suite (Excel, Word, PowerPoint, Visio).

Preferred:

• Experience with Windows server environments.

• Knowledge of DevOps tools (Nexus, Jenkins, Terraform, Chef).

• Knowledge of AWS, C#, Java, and front-end technologies (Desktop and Web-based)

Personal Attributes:

The ideal candidate will be highly energetic and delivery-focused, committed to maintaining client value and production stability. You must demonstrate professional composure when dealing with clients and stakeholders, exhibit a natural ownership mentality, and have a continuous improvement mindset. Collaboration with team members to manage time and priorities effectively is essential.

Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification

• Education verification

• Credit inquiry

• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. 

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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