MIX - Product Support Analyst

Responsibilities - 

Support business as usual operation of MIX Market (60%)

- Prioritize by impact & assign issues & requests reported by internal users & external customers of the 6 MIX Market applications

- Investigate functional & data issues in 4 MIX custom-built applications

- Perform root cause analysis to guide & aid follow-up & resolution identification

- Reproduce issues, liaising with end users to confirm steps performed

- Track data through the pipeline to identify factors contributing to the reported behavior

- Action support requests (e.g. application configuration, bulk data uploads, etc.) using pre-defined tools & scripts

Manage MIX Market business process (25%)

- Own, contribute to and maintain the library of business processes to be followed by internal users across Product, Technology & Operations teams when using the 6 MIX Market applications

- Identify MIX Market product & process improvements (15%)

- As a first point of contact with many users, s/he will be expected to contribute ideas to improve MIX's products & processes, including but certainly not limited to: stability of applications; quality & timeliness of data; efficiency of processes followed by her/him and others.

Working relationships

S/he will work primarily with the product owners to test, refine & manage support processes. Coordination with the Technology team will be required to assess the possible impact of issues.

Desired experience

- Attributes

- Inquisitive, readily & keenly researches unfamiliar topics

- Approaches problem-solving methodically

- Understands & manipulates large numerical data sets

- Communicates clearly

- Knowledge

- Excel lookup & reference, math & statistical functions

- Custom-built applications that manage data

- Financial institution performance