Job Description

Senior Operations Analyst, RMO, Customer Delivery

Department: Customer Delivery

Employment Type: Permanent - Full Time

Location: Mumbai

Description

Calypso Technology and Axiom SL have merged to form a new company, Adenza.



Division Overview
Customer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Team and Role Overview
We are looking for an Operation Analyst to support Customer Support teams. You would not only work with all departments gravitating around the Case Management System (Product Support, Customer Success Managers, Product Management, Sales, Presales, Customer Delivery), but also with all departments supporting these groups in their mission (Salesforce Application Administrator, Release Engineering, Systems, and various other Ops teams. This position affords a unique opportunity to interact with all departments involved in the Software Vendor business, with a deep focus on Customer Satisfaction via improved Product Support Processes.

Responsibilities

• Maintain, monitor, and support all processes related to CRM (Salesforce), Professional Service Automation PSA (OpenAir) or other Collaborative tools (BOX, Jira, Stack-Over-Flow, Confluence)
• Coordinate and collaborate with Adenza Customer Delivery Operations, PMO, Customer Delivery Directors, or SFDC Admin teams to work on the implementation of new initiatives.
• Support Operation teams to accomplish Customer Delivery goals and objectives.
• Provide System Admin Support to PSA, and Update requests for CRM-SFDC
• Upkeep and maintain CD Ops Processes and System information including:
• SFDC-SOW Central
• Customer Delivery Bookings
• OpenAir Billing Rules
• OpenAir Users
• End of Period Financial Close
• Update and maintain dashboards for Customer Delivery
• Produce a variety of regular/on-demand KPIs for Customers and Reporting for CCO, ExCo, or other Divisions in Adenza
• Work on special projects as assigned

Skills And Requirements

• Excellent oral and written communication skills are essential, must be customer focused on heart and able to work in a collaborative team environment
• Prior experience with two or more of the following tools:
• Salesforce
• OpenAir
• JIRA
• Confluence
• BOX
• Experience working in online and remote environments
• Proficient in MS Suite (Excel, Word, and PowerPoint)
• Experience in Admin support roles, handling systems, data, and tools
• Ability to work independently, be a fast learner, be self-motivated and be at ease in a multicultural environment
• Multiprocessing capability, comfortable working across multiple systems, processes, organization levels, and changing priorities
• Salesforce Admin or any other equivalent certification is an added advantage
• Experience working in a Global Software company, preferably Capital markets oriented

More About Us

Our Office:

Adenza Mumbai is located on the 2nd floor of the Ackruti Center Point building. We're very close to Chhatrapati Shivaji Maharaj International Airport, and Five Star hotels. We have excellent transport links nearby, including Andheri Metro and railway station. Many restaurants are just opposite our building. We have two large offices with a modern cafeteria with a coffee vending machine, coffee/tea/snacks are always available games as well.

Why Apply:

Adenza's mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza's employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.

Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.
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