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BlackRock Production Support Associate in Denver, Colorado


About this role

Why is your role important?

The Production Support Associate is responsible for managing a wide array of issues which requires teamwork across multiple groups in order to identify scope, impact and method of resolution. They must also display a proactive approach to issue prevention and process improvement. As an established member of the production support operations team, this position will be required to provide guidance to team members around standard methodologies and facilitate communication and collaboration with other groups as needed. Finally, this position will be responsible for prioritizing and delegating production issues as necessary.

What will you be doing?

Application/Data Integration Support. Manage issues that arise for financial institution customers in a complex, transaction-based application environment. Communicate and coordinate as necessary with diverse personnel (developers, project managers, business analysts, etc.) to manage the progression of issue resolution.

Incident Management. Track and manage incident occurrences in a mission-critical production environment. Categorize and prioritize issues based on customer impact and situation. Act as the liaison for team members and when necessary, communicate issues to other organizational divisions and relevant teams.

Customer Support. Monitor business and product support requests via phone and email. Interact with both internal and customer contacts in a direct and professional manner to manage and resolve critical production issues. As necessary and/or directed, act as an escalation point for Level One analysts in communications around critical customer interactions. Must gain an in-depth knowledge of all Cachematrix products and a working understanding of the business principles and processes involved in order to effectively communicate with clients.

Data Analysis/Stewardship. Own and manage all application driven data points. Ensure data integrity by performing SQL queries and updates as needed. Fix data and file-level integration processes when system alerts are received. Create Data Audits as necessary to proactively monitor data points.

Operations Support. Lead Production Operations team with technical and non-technical projects and initiatives as needed. Continually add/update knowledge base with information in order to expedite the resolution of future issues.

What are we looking for?

  • Must have demonstrable experience solving productions issues by working directly with clients and internal groups including some or all of the following: project management, business analysis, database management and development teams.

  • Must have advanced knowledge of database concepts, data stewardship procedures and Transact SQL syntax in a production environment.

  • Must have solid leadership skills with the ability to mentor fellow team members.

  • Must be willing to improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

  • Must possess good interpersonal skills in order to work in a diverse, dynamic and fast-paced environment.

  • Bachelor's degree required.

  • At least two years of application support in an enterprise environment required.

  • At least one year of experience supporting file and/or web service-based integrations preferred.

  • This position is a full time position, with the general workday being from 8AM to 5PM, along with periodic 24X7 on-call responsibilities; as well as supporting 2nd shift maintenance required for after-hours maintenance support windows.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

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BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.