Support Engineer
Client Services – Client Support
Graz
vor 3 Tg.

We are looking for support operations people which provide support coverage and consultancy for our ION Treasury Gateway platform in 24 / 7.

Monitor ION Treasury Gateway communications between third parties (Banks, Trading partners, etc.) and ION Treasury Management Systems (TMS) and ensuring timely transmittal of messages to the end parties.

Contacting third parties to follow up on missing statements and coordinate with internal CS teams (for TMS) the delivery of the messages / statements.

ION Treasury Gateway (ITG) is the communications platform used by the ION Treasury Management systems (TMS) to send / receive messages between ION and third parties (Banks, Trading partners) on behalf of our clients.

Messages can be either inbound or outbound. Sample messages being sent through the ION Gateway include bank statements, payment files, end of day trades. Responsibilities

  • Monitor ION Treasury Gateway communications between third parties (Banks, Trading partners, etc.) and ION Treasury Management Systems (TMS) and ensuring timely transmittal of messages to the end parties
  • Contacting third parties to follow up on missing statements and coordinate with internal CS teams (for TMS) the delivery of the messages / statements.
  • Provide first level support (email and phone) for internal teams (TMS CS, PS) and external third parties
  • Renew client and third-party credentials as required (frequency defined by third parties)
  • Review and gather logs and escalate issues to appropriate internal teams (as required)
  • Work closely with internal TMS Professional Services (PS) teams to define requirements for new message types and transmissions
  • Configure communication and message transformations parameters with banks / trading partners and downstream TMS
  • Test communications and confirmation of file delivery to / from downstream TMS
  • Co-ordinate go-live with customer, third party and internal PS team and handover to ITG and TMS Support teams for monitoring
  • Work closely with the development team to build new transformations; involves testing connections / transformations Required skills, qualifications, and experience
  • Bachelor’s Degree in Business, Information Systems, Computer Science, Engineering, or any other related field
  • 1-2 years working in high-touch service or technical environment
  • Sound technical experience and applicable knowledge with understanding of file formats (XML, XSLT), transmission protocols (SFTP, FTPS, HTTPS, API), authentication methods (certificates, ids / passwords) and encryption (pgp) methods
  • Quick learner with strong problem-solving capabilities and a proven track record in a problem solving environment
  • Detailed oriented
  • Clear, concise oral and written communication skills
  • Ability to handle (and thrive) under time sensitive and pressure situations and react positively to changes in workload, targets and plans
  • Able to multi-task, reprioritize and adapt to rapidly changing needs and environments
  • Strong organizational and time management skills, and the ability to adhere to processes
  • A good team player with ability to act on own initiative and is curious
  • Ability to decide when a problem requires referral or support from outside own functional area About us We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments.
  • Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

  • Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
  • Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
  • With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.At ION, we offer careers that provide many opportunities : To invent.

    To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before.

    Imagine what you can do and experience. This is where you can do your best work.Learn more at iongroup.com.

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