Application Support

HedgeServ is a leading global fund administrator with more than $450 billion in assets under administration across all investment vehicles including Hedge Funds, Private Equity Funds, UCITS, Hybrid Credit Managers, Funds of Funds and Managed Account Platforms. We optimize our clients' experience using unique proprietary technology coupled with robotic process automation, intuitive digital programs powered by machine learning, and enhanced by an extensive proprietary transaction data set. HedgeServ's entrepreneurial and innovative spirit cultivates a productive and agile environment enabling its team to anticipate clients' needs and consistently deliver solutions in real time. Led by the most experienced team of industry experts, HedgeServ with 1,500 professionals around the globe expertly provides customizable solutions for their clients' risk, portfolio management, middle office, investor relations, accounting, regulatory, compliance, and tax services. Since its inception in 2008, HedgeServ has received numerous accolades, including Top Overall Administrator and #1 rankings for Fund Accounting, Reporting & Reporting Technology, Client Service, Investor Services, Alternative Fund Expertise, and Regulatory Expertise.

HedgeServ is a progressive company with continuously evolving ways of working to ensure a future-focused mindset. Our employees benefit from a robust career development framework and clear learning paths which outline career trajectory, training and progression plans. HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. HedgeServ was recognized as a Next Gen employer by RippleMatch on its list of 100 top workplaces for Generation Z for 2022. HedgeServ operates 13 offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, Philippines and Australia.

Key Responsibilities

• Document new processes and guidelines.
• Automate daily business processes using multiple applications, such as Tidal Scheduler.
• Administer Application user accounts.
• Resolve issues and requests logged by the application users in an effective manner.
• We're a Level 2 Support team and an Escalation point to Level 1 Service Desk Team, receiving priority incident calls, emails and messages.
• Troubleshoot bugs, identify gaps in the system for development and propose workable solutions.
• Escalate bugs, code defects, functional queries and enhancement request to the Hazeltree Vendor Support team and our internal Developers.
• Query database tables to assist in the resolution of issues and requests.
• Coordinate with Hazeltree Vendor Support team and internal DBAs to modify and execute stored procedures or database updates.
• Create, Modify and Troubleshoot Excel Maps using Excel Functions and VBA.
• Analysis infrastructure issues and requests propose solutions and collaborate with infrastructure teams.
• Incident Manager responsibilities for Application related outages.
• Develop inter-application system understanding and add value in operational or strategic team discussions.
• On-Call Weekend rotation and Holiday rotation coverage.
• Active participant in Application Support Projects and Tasks.
• Maintain and administer the Hazeltree Application suit, including modules (collateral, cash and recon), sync manager and the hub.
• On-board new clients to Hazeltree.

Requirements

• Bachelor's Degree with a Technical focus.
• Minimum 3 years of technical support experience, with 1 year in the financial industry.
• Experience supporting or using Hazeltree 9X or above.
• Strong verbal/written communication skills, attention to detail and well organized.
• Accounting and financial product knowledge.
• Experience supporting Treasury users.
• Experience supporting back-end collateral and cash applications.
• Strong knowledge of Microsoft Excel and VBA for mapping.
• Strong analytical and problem-solving skills and the ability to break an issue into its constituent parts and understand how these parts relate to each other
• Experience working in a team setting, serving as an internal escalation point and building solutions.
• Programming Language Syntax: MS SQL, VBA, C#, XML, PowerShell Scripting.
• Experience using regular expression.
• Support MS Windows Server 2008 or higher.
• Experience supporting web applications and troubleshooting within the web browser.
• Preferred Certifications: SQL, ITIL