Digital Client Platform Support Associate

TMF Group helps its clients operate internationally and ‘belong’ wherever they are in the world. Our work includes helping companies of all sizes with business services such as HR and payroll, accounting and tax, corporate secretarial, global governance and administration and fiduciary services for structured finance, private equity and real estate investments.

Position**: Digital Client Platform Support Analyst**

**Job purpose**:
TMF Group is the leading provider of critical compliance and administrative services. We serve corporations, fund managers, financial institutions and private clients operating, expanding and investing in multiple jurisdictions. We support clients by providing Legal, Regulatory, Compliance, Accounting & Tax, and HR & Payroll expertise in over 80 jurisdictions.

The role, **Digital Client Platform Support Analyst**, is part of the Digital Client Service Management department and the Digital Client Platform Support team.

The **Digital Client Platform Support Analyst** is responsible for Level 1 support and execute operational activities to enable the clients to perform its task. The Digital Client Platform Support team is a client facing role and responsible to coordinating function between the end users and the internal IT teams. The Digital Client Platform Support team also supports go-live deliveries/ onboarding of clients on to the different platforms, as well as provide support during release weekends and hotfixes on production.

**Key Responsibilities**:

- Demonstrating an exceptional customer service orientation, receive and log all support request from TMF Clients and Internal/External Stakeholders to comply with current SLA (service level agreement).
- The Digital Client Platform Support Analyst provides functional, technical and Domain specific (e.g. HRP) Processing support for users of TMF Applications. This includes providing functional support as well as quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
- Start of day checks, continuous monitoring, and regional handover.
- Perform same day risk reconciliations.
- Develop and maintain support documentation.
- Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
- Engages in post implementation analysis to ensure successful system design and functionality.
- Ensures essential procedures are followed and helps to define operating standards and processes.
- Act as a liaison between TMF Clients / TMF Local offices, interfacing internal technology groups and vendors.
- Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.
- Create periodic Application Support management reports.
- Create monthly client reports on platform availability, and the responsiveness and resolution of the different priority level service incidents.
- Manage user creation and accounts on the different platforms and contribute to Quarterly ISAE reviews on user management.
- Ensure 1st Line support for the multiple platforms and technologies, including maintenance, support, change management, problem and incident management, and support during releases.
- Where applicable work closely with the SME teams (Development, Infra, DBA, etc., focusing on stability, quality and functionality against service level expectations.
- Ensure ticketed query system(s) and comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures accordingly.
- Identifying opportunities for automation and minimizing manual errors and security incidents.
- Proactive in maintaining and increasing technical knowledge.
- Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
- Ensure any persistent issues are identified, and corrective plans are developed and actioned in a timely manner.
- Track, monitor and report on the ongoing support and maintenance status for TMF’s next generation Digital Client Platform and other platforms.
- Domain experience in Payroll, HR, Entity Management, Accounting, Finance and experience in working with HCM systems like Workday, Horizon will be an advantage.
- Experience of working in a complex, multi-country professional services, BPO, SaaS or ITO organization with complex processing requirements will be an advantage.
- Strong external and internal customer service orientation.
- Possess the skills and personality to operate independently and effectively.
- Understand how to balance business and technological requirements.
- Have multi-country experience and demonstrates an ability to work in a multi-cultural, talented and demanding team environment.
- Excellent communication skills in both written and oral form, with staff members, customers, suppliers and the management t