Senior Client Facing Product Support Analyst- Edinburgh

FDM is a global business and technology consultancy seeking a Senior Client Facing Product Support Analyst to work for our client within the Financial Services sector. This is initially a 12 month contract with very good prospects to extend and will be a hybrid role that will be based in Edinburgh.

Our client is seeking a client facing senior product support analyst working with the global client services organisation. Responsible for Service request, Incident, Problem and Change Management activities focused on the Security Finance and Collateral Management product.

Responsibilities:

• Provide clients with great customer service on phone and email
• Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers
• Act as Client Owner and manage Client expectations
• Identify product improvement and efficiency opportunities
• Achieve individual and departmental throughput targets on a consistent basis

• Work experience 5 years; University degree required with computer courses that ideally includes exposure to SQL
• Experience working with Systems using Java, .Net, Power Builder
• Prefer a working knowledge of Security Lending and Collateral Management, ideally with front and back office experience
• Enthusiastic commitment to customer service
• Proven ability to meet deadlines while working in a dynamic, fast-paced environment
• Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 3,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion 

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

• Career Coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave and work-place pension