Mô Tả Công Việc

Confluence is a global leader in software products and solutions. We strive to create a collaborative and forward thinking culture which fosters professional growth while delivering exceptional results for our client.

Purpose

Confluence’s most important asset is its clients. The mission of the Business Analyst is to ensure that all clients are receiving the maximum value out of Confluence solutions and act as the voice of clients to the rest of Confluence, and the voice of Confluence to clients.

About Alternative Investments Operations (AIO)

As part of the Alternative Investments team, your greatest assets are your teammates. Our platform requires both an excellent understanding of client business challenges and the ability to translate this need into applied software solutions; each member of the AIO team brings unique expertise based on industry experience in financial services and/or information technology. Creative thinking, adaptability, and the desire to serve – both clients and one another – are critical to success. If you are looking for a highly collaborative environment where the first question is, “How will this improve our client experience?” AIO at Confluence is the team for you.

Essential Responsibilities

  • Responsible for all clients/products post-sale
    • Manage client loyalty to Confluence by knowing the client and the key contacts
    • Understand and ensure high level of overall loyalty
    • Know the customer’s products purchased/implemented, product usage/entrenchment, opportunities and issues 
  • Responsible for day-to-day client relationships 
    • Communicates client satisfaction and plans to resolve any major outstanding issues to management
    • Resolves client issues with Confluence software solutions
    • Provides service in conjunction with Premium Service subscription
    • Escalates issues to other Confluence teams as appropriate
    • Communicates progress on issues, Service Release items, and product changes to clients
    • Educates clients on best practices for most effective use of Confluence software solutions
    • Communicates opportunities to sales
    • Ensures that all client opportunities and issues are addressed in a timely manner
    • Manages deployment of custom work and/or deliverables
    • Fulfill duties outlined in Premium Support model
    • Provide first-tier support via phone, email or on-site
    • Prepare for, manage, and document routine status calls with clients to discuss outstanding issues, upcoming releases, training classes, consulting opportunities
    • Maintain records of client configurations and installed applications etc. 
  • Provide business and subject matter expertise 
    • Translate business problems for technical resources
    • Eliciting requirements for mapping updates
    • Test and measure Confluence software solutions in alignment with user’s workflow
    • Ensuring solutions are compliant with regulations 
  • Other duties as assigned

Yêu Cầu Công Việc

Qualifications

  • Bachelor degree required in Business
  • Up to three or more years of business support and client relationship experience required; experience in the financial services industry preferred

Essential Skills

  • High creativity with the ability to solve complex business problems
  • Ability to learn independently and work with a high degree of autonomy
  • Proficiency with Confluence software solutions
  • Excellent organizational and communication skills
  • Ability to multitask, strong attention to detail, self-motivated willingness to take initiative
  • Ability to work more than 40 hours per week based on client demands
  • Ability to travel as needed
  • Knowledge of all company policies and procedures
  • Escalate issues appropriately to the next level
  • Work well with others as individual contributor
  • Act in accordance with and is an ambassador of our company values - Integrity, Imagination, Discipline and Service