End User Technology Analyst

2 weeks ago

Pune, Maharashtra, India AllianceBernstein Full time

Company Description

As a leading global investment management firm, AB fosters diverse perspectives and embraces innovation to help our clients navigate the uncertainty of capital markets. Through high-quality research and diversified investment services, we serve institutions, individuals, and private wealth clients in major markets worldwide. Our ambition is simple: to be our clients' most valued asset-management partner.

With over 4,400 employees across 51 locations in 25 countries, our people are our advantage. We foster a culture of intellectual curiosity and collaboration to create an environment where everyone can thrive and do their best work. Whether you're producing thought-provoking research, identifying compelling investment opportunities, infusing new technologies into our business, or providing thoughtful advice to clients, we're looking for unique voices to help lead us forward. If you're ready to challenge your limits and build your future, join us.

Describe the applications and business or enterprise functions the role supports:
This role will be responsible for the delivery, adoption and support for all end user and workplace technology across the ABBS and Offshore offices.

These incudes but is not limited to the desktop computing environment (Citrix virtual desktop, Office 365, Windows and Apple OS, etc.) mobile and BYOD devices (Mobileiron, iOS, Android, Chromebooks, etc.), communication and collaboration tools (Symphony, Skype, etc.), file services, telephony, and all desktop software. The role will work with users from all business units at AB.

The key job responsibilities include, but are not limited to:

  • Act as a trusted advisor for business and technology teams serving as a go to for all technology related matters. Engage technology product management to provide solutions for staff, product and service feedback ensuring ongoing enhancements to AB's technology.
  • Respond and proactively address employees' technology questions regarding computer systems, telecommunication devices, and software programs.
  • Provide individual and group technology training sessions to staff. Deliver best practices for new and existing hardware and software technology releases.
  • Train new hires on AB technologies required for their role.
  • Utilize existing IT management systems (ServiceNow, ServiceNow request, Change Control, etc.) to manage the delivery of services. If necessary, coordinate resolution with vendors and ensure follow-up.
  • Perform ordering, installation and maintenance of physical computers, thin clients, virtual machines and related hardware and software. Install and support desktop IP telephony and telecommunications equipment.
  • Perform moves/adds/changes for all desktop and telephone hardware as needed.
  • Actively update and maintain inventory management, request, incident and purchasing systems.
  • Ensure all systems are properly documented and updated with latest troubleshooting techniques.
  • Review daily metrics of problem and incident activities using IT management systems ServiceNow and eRequest.
  • Coordinate efforts with technology staff from other AllianceBernstein technology departments. Act as liaison between the staff and these various groups.
  • Communicate technology changes and needs to all parties
  • Stay apprised of new technologies and trends in the technology industry, with a view to providing more comprehensive technology-related services to the office. Act as a technology information resource for the staff and management.
  • Understand the evolving technology needs of the business units in the offices/floors of support. Provide custom technology-based solutions for the office as needed.
  • Provide written training for staff on software/technology issues on a regular basis.
Pune, India

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