Application Support Specialist

Application Support & Operations (L2/L3)

• Provide comprehensive L2/L3 technical and functional support for ePAM users, diagnosing and resolving complex system issues.
• Proactively monitor system performance, automated workflows, and overnight batch processes to ensure optimal uptime.
• Perform deep-dive root cause analysis on recurring incidents and implement long-term technical resolutions.

Investment Accounting & Financial Operations

• Serve as the primary technical support contact for the ePAM investment accounting platform.
• Assist business users in validating positions, holdings, transactions, and portfolio valuations.
• Provide dedicated, high-touch technical support during critical month-end, quarter-end, and year-end financial close cycles.

Integration & Data Management

• Maintain and troubleshoot inbound/outbound data interfaces, APIs, and ETL pipelines feeding into or out of ePAM.
• Identify, investigate, and resolve data discrepancies, reconciliation mismatches, and data quality issues.
• Partner closely with downstream ERP/EPM owners and centralized data teams to ensure seamless end-to-end data flow.

Vendor & Stakeholder Management

• Act as the primary technical liaison with State Street and other third-party software vendors.
• Manage, track, and escalate vendor support tickets, ensuring timely resolution in accordance with SLAs.
• Coordinate the evaluation, scheduling, and deployment of software releases, patches, and system enhancements.

Change Management, Controls & Compliance

• Plan, execute, and document comprehensive regression testing cycles for system upgrades.
• Create, update, and maintain Standard Operating Procedures (SOPs) and technical system documentation.
• Ensure all system configurations and user access controls adhere to internal security, audit, and regulatory compliance standards.

Qualifications & Experience

Required Experience

• 10+ years of experience in IT application support, system administration, or a production support role.
• Direct hands-on experience supporting State Street ePAM (or closely related institutional investment accounting platforms like Pam for Securities, Clearwater, or Princeton Financial Systems).
• Strong domain knowledge of Investment Accounting, including financial instruments, valuations, and reconciliation processes.

Technical & Professional Skills

• Data Analysis: Advanced troubleshooting and data querying skills (e.g., SQL, Excel, or data analytics tools) to investigate data flow issues.
• Problem Solving: Proven ability to diagnose complex system-level bugs and batch processing failures under tight timelines.
• Communication: Exceptional verbal and written communication skills, with the ability to translate complex technical issues into clear business terms for financial stakeholders.
• Collaboration: Strong relationship management skills to effectively work with external vendor support teams and internal cross-functional departments.