Investment Services Platform Support Analyst

Who we’re looking for

We are looking for an individual to join our Investment Services Platform Team (ISPT) to focus on the day to day support and service management of our core investment platform, Aladdin by BlackRock Solutions (BRS).

Working in a fast paced environment, you will be responsible for overseeing Aladdin related enquiries and service requests raised from Investment and Operations business stakeholders. You will work right across the organisation and very closely with BRS to ensure issues are escalated and resolved, and ongoing problems are managed. You will be able to remain calm while under pressure and balance multiple priorities at once.

About Schroders

We’re a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.

We have around 4,000 people on six continents. And we’ve been around for over 200 years, but keep adapting as society and technology changes. What doesn’t change is our commitment to helping our clients, and society, prosper.

About the team

The Investment Services Platform Team (ISPT) is a central team within Operations, reporting to the Global Head of Investment Services with a global remit. The team provides support to the Investment, Dealing and Operations functions in Schroders Asset Management Business and works with teams across Schroders to implement change initiated from the three functions. The team aims to enable business growth, support business as usual, make operating model improvements, manage risk and simplify business processes.

What you’ll do

• Support the day to day service provision and support oversight of our core investment platform (Aladdin) with the third party supplier BlackRock Solutions (BRS)
• Service 2nd line Aladdin related enquiries from Investment, Dealing and Operations users globally with primary focus in APAC region
• Troubleshoot general user enquiries and direct accordingly
• Escalate Aladdin service incidents impacting critical business processes, including coordination with Schroders Global Technology and business teams through to resolution
• Follow up on issue/incident root cause analysis and mitigating actions
• Work closely with team members in Asia Pacific and US to ensure global coverage and handover of service issues and escalations on daily basis 
• Identification and management of the life cycle of underlying problem management themes
• Work on multiple priorities concurrently 

The knowledge, experience and qualifications you need 

• Good understanding of fund management business 
• Basic understanding of investment products and instrument lifecycles 
• Strong communication skills and interested in third party portfolio, order, execution management system
• Ability to define and document business problems within a complex investment management environment
• Good inter-personal and organisational skills 
• Ability to operate under pressure, multi-tasking and deliver to demanding deadlines 

The knowledge, experience and qualifications that will help

• Previous experience of working in a helpdesk / service management role is preferred 
• Business knowledge of Asset Management industry 

What you’ll be like

• Service orientated
• Able to work under pressure, on several critical priorities at once 
• Have the ability to quickly understand issues, make good judgements and quick decisions
• A critical thinker and problem solver
• An excellent communicator with strong ability to articulate complex issues succinctly 

We recognise potential, whoever you are

Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.