Support Analyst, Compliance Risk and Diligence

Our professionals balance analytical skills, deep market insight and independence to deliver solid, defensible analysis and practical advice to our clients. As an organization, we value the diverse backgrounds and perspectives that enable us to think globally. We create transparency in an opaque world, and we encourage our people to do the same. That means when you join our team, you’ll become part of a supportive and collaborative work environment that empowers you to excel. If you’re ready to share your perspective with the world, then you can make a real impact here. This is the Duff & Phelps difference.

If you enjoy working with external clients and have solid knowledge of software application concepts like databases, spreadsheets and web-based applications, coupled with a solid foundation in business analysis, explore this exceptional opportunity at Kroll Compliance.  Use your interpersonal communication skills to work cross functionally within the company and also with our external clients to ensure our software applications meet client needs.  We offer a collaborative and rewarding team environment where you will gain visibility, make a positive impact, and build your portfolio of skills.

To support our platform, built on force.com, you will work closely with implementation, Tier I support teams, and development teams to ensure the successful resolution of client issues, assist in client implementations, and complete special projects.

At Duff & Phelps, your work will help protect, restore and maximize value for our clients. Join us and together we’ll maximize the value of your career.

Responsibilities:

• Manage IT ticket queue system
• Provide initial triage and troubleshoot support items
• Interact with internal and external end users via phone, ticketing system and WebEx
• Discuss technical issues, find ways to reproduce issues to identify what went wrong
• Investigate/troubleshoot complex application issues raised by the Tier 1 support team and document details for the development teams to address as appropriate
• Able to handle high volume of issues and some challenging issues independently
• Configure and maintain client Compliance Portals, including the configuration of client questionnaires, risk scoring, users and roles, accounts, workflows, custom emails, etc., as needed
• Assess any functionality gaps, and identify solution options
• Create analytics/reports per client requirements
• Conduct User Acceptance Testing for Product releases
• Perform data import and extract tasks related to client Implementations and projects, within the Salesforce platform
• Participates in special projects and takes on special assignments
• Identify possible improvements related to work processes and tools
• Assists less experienced Analysts and serves as a resource for others as needed
• Manages workload effectively following Global Support procedures to ensure successful completion of tasks

Basic Qualifications:

• College degree required
• 3+ years of experience in client-facing technical support.
• 1-2 years in support of a Salesforce environment.
• Experience implementing system integrations to internal and external systems, a plus
• Strong service orientation
• Strong analytical and problem solving skills
• Ability to work independently  
• Proven communications skills in writing and presenting to internal and external clients
• Extensive experience with Excel functions, formulas and automation via VBA
• Experience with Visio, Word, and PowerPoint

In order to be considered for a position at Duff & Phelps, you must formally apply via careers.duffandphelps.jobs 

Duff & Phelps is committed to equal opportunity and diversity, and recruits people based on merit.