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Customer Experience Support Analyst
Prudential Securities
El Paso, TX, United States
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Description
Take your career to the next level by making a difference with a company that admires and rewards your commitment and dedication. If you are outcome focused, love a challenge, can work collaboratively and drive value while exemplifying an entrepreneurial mindset in technology, we challenge you to see how good a career with Prudential El Paso could be.
The Prudential El Paso office is seeking a Customer Experience Support Analyst to work as part of a team tasked with the definition, design, development, utilization and support of solutions to support Prudential’s GRC (Governance, Risk & Compliance) function. The El Paso GBTS Center supports various Business Units and Corporate Centers through numerous engagements, and at times, transitions between internal business partners / roles allowing for growth in experience and career diversity.
This position is responsible for supporting the user base of the ‘Governance, Risk & Compliance’ tool\platform (RSA Archer GRC) in Japan. The role involves providing Archer GRC user support across multiple areas (primarily operational risk, business continuation, and third-party risk management and may expand to other areas such as SOX, Compliance, and Audit in the future) for Prudential’s Japanese business.
The ability to communicate (speak and write) in both English and Japanese is a requirement. Experience with or knowledge of Japanese culture would also be beneficial.
The domain in which the Analyst will work concerns Governance, Risk, Compliance and Business Continuity across Prudential. Prudential has engaged with an outside vendor to source an application which is capable of adding value in this domain. Background information on the chosen application involved (RSA Archer GRC) is available here:
http://www.emc.com/security/rsa-archer/rsa-archer-business-continuity-management-and-operations.htm
The application offers a wide and comprehensive set of capabilities and functionality ‘out-of-the-box’ while also being configurable to specific Business needs. The application is hosted and managed by Pramerica on behalf of the enterprise. The capabilities and functionality available within the application will be offered to all business and corporate centers across Prudential.
Knowledge of Governance, Risk, Compliance and Business Continuity domain and familiarity or experience with the above tool or similar tools will be a distinct advantage.
Summary of Customer Experience Analyst Role
The Customer Experience Support Analyst will need to quickly and comprehensively build relationships with the RSA Archer Japanese user base and with service providers while learning the domain and understanding the business support needs. The successful candidates will need:
• The ability to respond quickly and appropriately to user support requests and following these through to a successful resolution
• Excellent communication, relationship-building and problem-solving skills, as the successful candidate will liaise with different business users and service providers
• Excellent Japanese language skills required to translate user support requests and responses.
Specifically, this role will involve:
• Resolving user support issues locally where possible using prior experience for frequently occurring or repeat issues
• Triage, translation and routing of user support requests to the appropriate service providers
• Liaising with U.S. and Ireland based technology teams on system issues and support requests
• Localization and translation into Japanese of Standard Operating Procedures and other documentation
• Localization and translation into Japanese of field names and text strings within the Archer application
• Testing and validation of localized and translated Japanese content
• Understanding, translating and forwarding Archer GRC Japanese user requirements into English and forwarding to appropriate business areas
• Track and communicate the status of issues and enhancement requests
• Maintain and execute test scripts as needed to ensure system performance, coordinating user acceptance testing as required
• Manage system business support activities and responding to end user requests
The role may require travel to Japan and within the US and may require non-standard working hours.
Qualifications
• The ability to communicate (speak and write) in both English and Japanese is required
• Experience with, or knowledge of, Japanese culture would also be a plus
• Bachelor's degree in Computer Science, MIS, a related discipline or equivalent work experience required
Note: Analysis experience gained while performing a different role (as a Tester, Developer, Project Manager, Operations Analyst, System Administrator etc) will be considered where the applicant can articulate and demonstrate this experience.
Customer Support Experience:
• Candidates should be able to demonstrate (from prior experience or otherwise) their ability to respond to support needs and route these appropriately and to learn elements of a new application and domain both quickly and comprehensively
• Demonstrated experience with, or knowledge of, the domain serviced by the application will also be an advantage
• Excellent communicator on both a business and technical level
• Experience working directly with both business and technical stakeholders
• Experience communicating, negotiating and working with support providers will be an advantage
• Pro-active in prioritizing and managing your own workload and the workload of others
• Basic Project Management experience – tracking tasks, providing status updates etc.