EDM 2nd Line Technical Product Support Officer

S&P Global, Inc.; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading financial data firm based in Manchester is looking for an EDM 2ndLine Technical Product Support Officer. This role involves providing high-quality product support to on-premise and hosted clients, resolving inquiries, and assisting in the smooth operation of the software environment. Candidates must possess a university degree, SQL proficiency, and strong communication skills. The position offers flexible working options and an opportunity to engage with cutting-edge technologies such as AWS. Join a dynamic team that values teamwork and professional growth.

Benefits

Flexible working hours

Hybrid working model

Career development opportunities

Qualifications

• University Degree (2:1) in a relevant field or equivalent experience.
• Strong proficiency in SQL and database management.
• Experience with MS SQL Server and/or Oracle databases.

Responsibilities

• Provide high quality product support to clients via email, phone, and screenshares.
• Understand, replicate, and resolve client inquiries.
• Join regular managed client calls and adhoc on-prem client calls.

Skills

Proficiency in SQL

Problem-solving skills

Communication skills

Teamwork

Education

University Degree (2:1) or equivalent

Tools

MS SQL Server

Oracle

Active Directory

Amazon Web Services (AWS)

Job description

About the Role:

Grade Level (for internal use): 08

EDM 2ndLine Technical Product Support Officer

The Team:

The EDM Technical Product Support Officer is part of a global team based in Manchester, Dallas, Sydney and India.

The team is responsible for supporting our on-premise and hosted clients. This consists of in-depth investigation/analysis, reproduction and resolution of customer issues which includes advising on workarounds and identifying issues for bug fixing by the development team.

Interacting with clients and colleagues via our service portal, email, telephone for support queries and to ensure accurate and timely information flows.

On‑call support is required on a rota basis for which additional payment is provided.

The team in Manchester currently has 6 members varying in different strengths, roles and responsibilities, it also has a vast range of experience. The team prides itself on teamwork and professionalism and works on a flex environment being mainly remote.

The Impact:

EDM is a data management platform that acquires, validates and distributes trade, operational, risk, finance and customer data. It creates a single, version of the truth in a consistent, fully audited environment. Firms benefit from greater control, on‑going compliance and transparency of their data.

The role you are applying for provides installed clients with support and guidance on issues they are facing with the software, we are also there to resolve any questions or queries they may have relating to the software.

As we also support our Hosted clients, our role here as well as the above is to ensure the environment S&P manage is running smoothly, any errors or issues that arise it is our responsibility to review and resolve these within the Production environments in a timely manner.

Should we not resolve issues in a timely manner it impacts our clients directly as they are not able to make critical business decisions for their company.

• The successful candidate will be trained on the EDM application and in the informational needs of modern financial institutions.
• The role is dynamic and provides a fantastic opportunity to build a solid career solving the data management issues of global top tier financial, Energy and Maritime and Trade institutions.
• Potential to learn new and cutting‑edge technologies such as AWS and SaaS.
• As multiple internal solutions integrate with EDM there is potential to learn other technologies and software’s within the company.

Responsibilities:

• Join regular managed client calls and adhoc on‑prem client calls.
• Provide high quality Product Support to clients via email/phone/screenshares.
• Understand, replicate and resolve client enquiries.

What We’re Looking For:

• University Degree (2:1) or equivalent.
• Proficiency in SQL.
• Experience in database management using MS SQL Server and/or Oracle.
• Knowledge of Active Directory, an understanding of XML and an understanding of Amazon Web Services.
• The candidate should be outgoing, flexible, inquisitive, and self‑motivated.
• Excellent problem‑solving skills and ambitious, looking to build on their career in a fast‑moving environment.
• Excellent oral and written communication skills with effective, appropriate communication with both external clients and internal teams.
• Teamwork: The Product support team is made up of many talented people based in offices throughout the world who all work closely together. The candidate must be able to fit into this structure and communicate with both business and technical people in a professional manner.

Flexible Working:

We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Hybrid working – At least 2 days per week in office is mandatory.

Equal Opportunity Employer:

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [e-mail] and your request will be forwarded to the appropriate person.