Client Services Analyst

Bravura's Commitment and Mission

At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that help our clients to achieve financial security and prosperity for their customers.

Job Purpose

The Sonata Application Support Analyst will be providing front line support for SONATA WM EMEA UK and SA clients like Fidelity, Liberty, Legal & General, Ascentric, Royal London. In addition, the Sonata Support Analyst will have responsibility for managing the client issue lifecycle; the analysis, replication and testing of identified defects with a solution-oriented approach; and escalating requests to the appropriate development and consulting teams

What You'll Do

The analysis and resolution of issues raised by Clients including.

• Identification of faulty software and omissions in functionality (including debugging code where necessary)
• Correction to data where required on client databases
• Correction of problems caused by incorrect use of application functionality
• Correction of system configuration faults.
• Actively responding to clients relating to service requests and product defects.
• Respond to client queries and incidents as per defined service level agreements.
• Routing defects, service requests or enhancements to the appropriate teams within Bravura as required.
• Ensuring severity, impact and risk of incidents is understood and escalate to management if required.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
• Facilitate and attend client meetings to discuss incident management and support processes
• Recording and maintaining the integrity of data within the JIRA Service Desk system.
• Assist with software release co-ordination to clients.
• Escalating issues which will affect other clients.
• Technical housekeeping and administration
  

Unleash your potential

• B.E./B-Tech/MCA
• 2-4 years of experience
• Demonstratable knowledge of the financial service industry
• A good understating of best practice application development methodology, together with:
  

An excellent working knowledge of SQL language
Ability to develop basic application code using a modern object-based language