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Business Analyst III
Ref No.: 17-72346
Location: Jersey City, New Jersey
Start Date: 08/16/2017
Job Title: Client Portfolio Analyst
Job ID: 24994-1
Location: 100 Plaza Two, Jersey City, NJ - 07311
Duration: 6 Months contract


Overview of the recruiting division:
The Chief Technology Office is responsible for operating, standardizing, simplifying and modernizing the Bank's technology infrastructure.

Overview of the team:
The selected candidate will join the Client Engagement Team with Client Service & Demand Management, reporting to the global Client Engagement Manager in the US. This function ensures the controlled assessment of client demand and passage of new and updated Infrastructure component requests into production and is the interface to Infrastructure Operation, Infrastructure Services, Engineering and Production Services, Application Operations and external vendors. The group operates globally, as a shared team and is aligned along one or multiple infrastructure operations teams within the organization. The role collaborates closely with the portfolio management team within Client Service and Demand management as well as Infrastructure Services and Infrastructure Optimization.

Client Service & Demand Management (CS&DM) are responsible globally for the client facing side of infrastructure provisioning as well as Demand Management. Assigned to the US Head of Client Engagement the candidate will support the Americas, or US based client base, while also supporting globally along the Infrastructure Operations assignment.

  • Management of the US / global client portfolio of infrastructure demand and deliveries. As such the CPA receives and analyses the demand request to ensure it can be fulfilled (technically, operationally and capacity) and if needed liaises with the requestor regarding demand element clarification, volume, or timing to ensure the needs are fully understood and can be implemented accordingly
  • Along the procurement process the CPA will establish continuous monitoring of the request portfolio to provide a critical view on the health of the client portfolio in terms of its delivery goals versus status and identify any areas of conflict or concern and resolve issues at hand, or where necessary escalate to the global Client Engagement Manager.
  • The CPA will own one or multiple domain request portfolios and manage these under the supervision of the respective client engagement manager – the active portfolio measuring to about 200 requests globally at any given time
  • The CPA is the first level escalation point for all active demand requests from requestor and service provider side.
  • Manage, where and when needed, the communication between Infrastructure Organization (demand), product managers and infrastructure services to resolve any issues that can arise during the provisioning process
  • The CPA will take needs identified through the Demand Management process and work with clients and infrastructure services to identify the best approach to fulfill the request as catalogue or non-catalogue fulfillment
  • At times the CPA will participate in 'pre project' discussions where necessary with clients, engagement managers and technical silos.
  • Liaison with internal provisioning teams and portfolio managers, which are part of CS&DM, as well as external service providers for the provisioning process
  • As needed, personally managing stakeholder meetings for high criticality business deliveries and/or critical infrastructure operations sub groups
  • Effectively managing client escalations where risks are identified that cannot be remediated within the scope of the standard process
  • Contributions to weekly and monthly meetings within CS&DM
  • Management and weekly / monthly reporting on the assigned delivery portfolio as part of a global reporting framework.

Skills and Qualifications:
  • Proven ability to manage an infrastructure demand portfolio at a senior level within a financial services environment and efficiently identify and analyze and escalate, or resolve problem areas
  • Excellent interpersonal skills and the ability to manage senior clients in a fast moving and often demanding environment
  • Strong process oriented thinking and analytical skill to being able to identify and remediate process breaks
  • A good team player, with excellent negotiation and influencing skills and able to pull together disparate service providers in support of client needs.
  • Proven experience managing infrastructure deliveries for investment banking specific environments such as Exchange colocations, low latency technologies, trading links
  • IT Infrastructure – A good working knowledge of the various types of server hardware and software options would be beneficial
  • A broad understanding of current Enterprise architecture norms – servers, database, storage.
  • Analytical skills – MS Excel, MS Access
  • Project Management skillsets - MS Project
  • Good understanding of ITIL fundamentals
  • Good Reporting and Analysis skills