Associate, Sw Support

About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve Join a workplace with a greater purpose.

JOB DESCRIPTION AND PRINCIPAL RESPONSIBILITIES

Assoc Consultant, Application Support will communicate with technology teams and business partners at all levels regarding new/existing processes, incident (INC) notifications, DR plans / testing and capacity planning. As an Availability Team member will assist in creating reports, analyzing incident, change and problem tickets to identify trends and potential process improvements, as well as participate in our evolving Agile process transformation.

Knowledge/Skills
- Excellent communication (verbal and written) and active listening skills
- Strong organizational and analytical skills - Interpersonal skills, including the ability to influence and build support at all levels in the organization
- Problem solving and root cause identification skills
- Entrepreneurial mind-set and creative problem solving ability - Ability to work independently yet collaboratively in a team environment
- Adapts well to change

Qualification/ Experience
- College or University degree and/or relevant proven work experience

Common activities include: Incident,

Change and Problem Management...
- Facilitate High/Critical incident SWAT calls and send business impact notifications when needed.
- Support the incident management (IM) process by sending system outage notifications as defined by IM process, following up with the production support teams for missing information when required.
- Review all high impact incidents in Service Now for completeness, accuracy and consistency. Ensure all major incidents have mandatory operational metrics documented including description, business impact, resolution, action items, restoration times, whether caused by change, etc.
- Participate in INC related knowledge meetings with support staff to educate on/reinforce INC creation/update, metric capturing and communication processes.
- Manage and track open problem tickets (PRBs). Coordinate targeted completion dates with support managers. Drive closure of PRBs as needed, ensuring they meet ITSM standards and policies.

Disaster Recovery/Business Continuity...
- Coordinate annual disaster recovery (DR) plan reviews, updates, required DR plan testing and ensure timely execution / completion. Business as Usual...
- Demonstrate a strong awareness of client and partner needs by meeting prescribed service levels and providing informative, timely communications.
- Provide feedback to management to enable appropriate escalations in a timely manner.
- Ensure consistent communications with the business during incidents.
- Monitor production support guidelines, policies and procedures for compliance.
- Develop or document new support procedures as needed.
- Identify, document and approve system incident or outage escalation procedures designed to meet SLAs.
- Cyclical Availability metrics, Change and Problem management reporting
- Complete other assignments as requested.

In addition, he/she will contribute to the enterprise strategy in support of managers and partners achieving sustainable performance improvements and engagement within the organization.

Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

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