Engineering-Draper-Associate-Help Desk User Support

Job Summary

JOB DESCRIPTION

The eDiPS Services Team provides technical support to external and internal clients (Institutional and Private Wealth) for the firm’s electronic trading and services platforms. The team is main point of contact for technology related aspects including, but not restricted to, authentication both static and secure, entitlements, navigation and internal trade flow issues. Platforms include, but are not limited to, Marquee Trader, Goldman 360, Bloomberg, and Goldman Sachs Private Wealth Management. This is a global team with 24x7 support hours.

Principal Responsibilities

• Technical platform support, access and entitlement administration, and client training for various client web platforms, desktop, and mobile applications such as:
• Private Wealth Management client web
• Electronic Trading proprietary and consortium applications
• Goldman 360 Portal research and analytics
• Interact with external clients via incoming and outgoing telephone and email (and sometimes face-to-face)
• Interact with internal clients and application development teams across Sales, Operations, Trading, and PWM teams
• Coordinate seamless client coverage between Asia-Pac, EMEA, and American’s regions
• Troubleshoot and escalate problems to stakeholders timely and as required
• Follow-up on open issues and obtain resolutions
• Identify enhancement and automation opportunities and facilitate inclusion in the application development
• Project manage new business start-up initiatives
• Adhere to firm’s compliance and risk management procedures
• Perform statistical analysis and business reporting for marketing and sales teams
  

Experience / Skills

• Broad financial industry knowledge and experience required/Digital Financial experience a significant plus
• Knowledge of internet-based applications including Windows, Google, and iOS platforms
• Knowledge of internet networks, firewall, security settings, and B2B connectivity
• Ability to deliver superior professional service to internal and external clients
• Ability to multitask in a fast-paced environment and perform team responsibilities under pressure
• Strong organizational, communication, leadership, interpersonal and time management skills
• Candidate must be proactive, enthusiastic and team oriented within a global team
• Demonstrated project management skills
• Incident Management experience, strong communication and global exposure, handle multiple threads and ability to prioritize in high pressure, strong analytical skill
• Bachelor’s degree (U.S. or equivalent) in Business, Economics, or a related field.