Technical Support Analyst

Department Overview

The Application Support team is responsible for the setup, maintenance, and ongoing support of HedgeServ’s proprietary reconciliation and fund administration software. This software is used by Fund Accounting teams to independently value client portfolios, ensuring accuracy and reliability in client asset management.

Role Purpose

Recon Support plays an essential role in supporting the daily receipt, validation, and transmission of broker files through secure file transfer channels. This position is operationally focused, with responsibilities centered on broker communication, FTP monitoring, and resolving file delivery issues. The analyst ensures files are processed accurately and promptly in accordance with defined Service Level Agreements (SLAs).

This position is well-suited for individuals beginning their career in Application Support, and who have a strong interest in:

• Broker-facing communication
• File delivery and FTP operations
• Financial data processing environments

Primary Focus Areas

• Broker communication and coordination
• FTP and secure file transfer monitoring
• File validation and processing
• SLA-driven operational support

Key Responsibilities

Broker Communication

• Clearly and professionally communicate with external brokers regarding the status of file deliveries.
• Provide timely updates on files that are missing, delayed, or rejected.
• Respond to broker inquiries using established communication and escalation protocols.
• Escalate unresolved broker issues to senior team members as needed.

FTP & File Transfer Support

• Monitor inbound and outbound broker files delivered via FTP and other secure file transfer mechanisms.
• Identify common FTP-related issues, such as delayed delivery, incorrect file naming, permission errors, and connectivity problems.
• Validate files for completeness, proper format, size, and content prior to processing.

Operational & Application Support

• Monitor the processing status of broker files within the reconciliation application.
• Resolve standard support tickets related to broker file processing within SLA requirements.
• Maintain and utilize existing XML workflows, JSON configurations, and Excel-based file maps.
• Assist with testing and verification of file processing changes when necessary.

Documentation & Process Adherence

• Update and maintain operational documentation related to broker file delivery and FTP processes.
• Follow established procedures, controls, and audit requirements.
• Adhere strictly to communication, escalation, and change management guidelines.

Required Skills & Experience

Technical & Operational Skills

• Understanding of FTP and secure file transfer concepts.
• Familiarity with AWS technologies, especially Kibana for logs and troubleshooting.
• Advanced Microsoft Excel skills, including formulas and data validation.
• Ability to read and interpret XML files.
• Basic understanding of SQL and data structures.
• Strong attention to detail and a structured approach to problem-solving.

Communication Skills

• Strong written and verbal communication skills.
• Confidence in communicating with external brokers and internal stakeholders.
• Ability to provide clear and accurate status updates under time pressure.

Education / Background

• Degree in Computing, Information Systems, Computer Science, or equivalent professional experience.

Autonomy & Decision Making

• Works under supervision while following established procedures.
• Escalates non-standard or high-impact issues to senior team members.
• Responsible for accurate execution of assigned tasks and timely communication.