SME - Critical Incident Management

Job Summary

Supporting enterprise‑scale, line‑of‑business applications Operating within financial services, investment operations, or advisory environments Managing incidents and requests across integrated and interdependent systems Understanding business processes in addition to technical functionality Communicating effectively with business users, technical teams, and system owners Adhering to structured IT service management (ITSM) practices, including incident, request, and escalation management Operational Data Store (ODS) – A centralized data repository that consolidates operational data from multiple source systems to support reporting and analytics. ACBS – A core banking and loan accounting system supporting loan servicing, financial transactions, and portfolio management. Investran – An investment and fund accounting platform supporting private equity and fund‑related operations, including capital calls, distributions, and investor reporting. Enterprise Reporting Platforms– Used to deliver standard and ad‑hoc operational and management reports to internal and external stakeholders.

Key Responsibilities

• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.

Skill Requirements

• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Service Desk teams and sites.
• Uses Service Desk tools to gather data and analyze trends or patterns affecting quality.

Other Requirements

Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.