Senior Employee Technology Support Analyst, Credit Operations

As a Senior Employee Support Analyst at Morningstar DBRS, your role involves supporting a diverse set of Products and Services within an agile cross-functional product development team. You will take ownership of products running in production, ensuring a frictionless experience for end-users. Your input will help shape and modernize products, keeping systems modern, reusable, and maintainable. You will collaborate with team members in North America and Mumbai to support global offices. Responsibilities: - Support a diverse set of Products and Services, applying technical knowledge to assist end-users and stakeholders. - Research and identify issues, provide timely resolution, and communicate outcomes to appropriate team members. - Effectively communicate complex technical information via email, chat, ticketing system, and bridge calls. - Build a knowledge base for end-users and support analysts. - Make software improvement recommendations to enhance user experience and support analyst autonomy. - Track, evaluate, and resolve credit products and underlying data issues. - Demonstrate ownership of product ticket queue issues, providing timely updates and resolution. - Act as a subject matter expert, articulating the strength, quality, and value of the product. - Think strategically to understand client requirements, problem-solve, and exhibit project management skills. Requirements: - 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support. - 2+ years of experience managing applications involving technologies such as .NET, Python, AWS, JavaScript, or any JavaScript framework. - 2+ years of experience debugging SQL Queries and Stored Procedures in a relational database management system. - Ability to troubleshoot applications independently with multiple concurrent priorities. - Collaborative skills to work successfully with team members, end users, functional teams, release managers, and development teams. - Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring, etc. - Experience with service desk tools like BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk, etc. - Excellent communication skills - verbal, listening, reading, writing. - Availability to work on rotation shifts between North American & Australian shifts. Qualifications: - A bachelor's degree in computer science or related field. Morningstar DBRS is an equal opportunity employer.,