WHO WE ARE:

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds.

SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients.

As a global provider of Software-as-a-Service (SaaS) investment management solutions, SimCorp supports clients 24/7 through delivery centers around the world. Our Global Delivery Centers are located in Manila in the Philippines, Noida in India, Kyiv in Ukraine, Warsaw in Poland, and in Mexico City, Mexico.

SimCorp is an equal-opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients

WHY THIS ROLE IS IMPORTANT TO US:

The IT Service Associate is the first point of contact for all IT-related inquiries and issues reported via phone, and ticketing system, providing remote support to employees. This role involves troubleshooting hardware, software, and network issues, managing IT tickets and delivering quality service to ensure smooth daily operations. The IT Service Associate is essential for maintaining and improving the efficiency of IT services. Your goal will be to deliver top-notch service, ensuring users can continue their work with minimal disruption.

WHAT YOU WILL BE RESPONSIBLE FOR:

• Provide advanced and positive technical support experience through handling concerns in a highly professional manner, acting as the first point of contact for IT support via phone, and ticketing system. Diagnose and resolving hardware, software and network issues.
• Escalate complex problems to 2nd line teams or specialists when necessary.
• Record, track, and manage all incidents and requests using the ITSM system.
• Prioritize and resolve tickets within a timely manner.
• Provide guidance to employees on IT policies, tools, and best practices to ensure a secure and efficient IT environment.
• Assist with account creation, password resets, and access permissions in accordance with security protocols.
• Maintain and update the Service Desk knowledge base with accurate troubleshooting guides and FAQs.
• Contribute to creating self-service resources for end users.
• Work closely with other IT teams to coordinate and resolve complex issues.
• Communicate effectively and professionally with non-technical users to explain technical concepts and solutions
• Provide feedback to IT management regarding recurring issues and potential improvements.
• Follow ITIL processes to ensure service delivery meets company standards.
• Contribute to continuous improvement initiatives within the IT Service Desk.
  
  

WHAT WE VALUE:

Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to - and interested in - learning the rest.

• 4+ years of experience in an IT Service Desk or similar technical support role, providing support across cultures and timezones.
• Familiarity with ITSM tools such as JIRA, ServiceNow, Remedy.
• Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive, etc), User Account Management, Virtual Machines, VPNs, Azure, Security Rights, Shared Folder, remote access technologies, network infrastructure and internal business applications.
• Solid understanding of Windows OS, and basic networking.
• Excellent problem solving skills and the ability to diagnose and resolve both hardware and software issues remotely.
• Ability to work independently and collaboratively in a team environment.
• Clear and effective communication skills, both verbal and written, a customer-focused attitude, and ability to work well with others.
• Commitment to a professional work ethic, including respectful workplace interactions.
• Knowledge of ITIL framework.
• Comfortable speaking in a group setting (e.g., team meetings, training sessions, or knowledge-sharing discussions).
• Amenable to work on shifting schedules (APAC, EMEA, AMERICA).
  
  

BENEFITS:

An attractive salary, bonus scheme, and pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work & life balance and opportunities for professional development: there is never just only one route - we offer an individual approach to professional development to support the direction you want to take. Visit our career pages to learn more about working at SimCorp: www.simcorp.com/career

SimCorp offers several benefits that might play a significant factor in considering whether to accept a job offer. Since SimCorp operates in 30+ offices worldwide, the benefits package may vary from country to country.

NEXT STEPS:

Please click the “Apply” button to learn more about the vacancy and what SimCorp has to offer regarding salary, benefits, and perks. Please note only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

For any questions you are welcome to contact Arbie Honra, Talent Acquisition Partner. If you are interested in being part of SimCorp but are not sure this opportunity is a suitable role, submit your CV anyway. SimCorp is on a growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks.

We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.

By Joining our team, you will have the chance to:

• Become part of a thriving company comprising collaborative, curious, innovative, and capable employees
• Explore a multitude of learning and development opportunities, supported by our comprehensive learning guild
• Engage with highly skilled and creative colleagues, each bringing their diverse backgrounds and perspectives
• Join a company that not only values but consistently advocates for Diversity, Equity, and Inclusion, promoting a truly inclusive and empowering environment
• SimCorp proudly announces the official certification of its Manila Delivery Center as a Great Place To Work, a remarkable achievement within just two and a half years of operations. This certification which was acquired in November 2023, underscores SimCorp's intention in supporting a workplace that is not only inclusive and collaborative but also promoting the personal and professional growth of its employees
  
  

**We are also honored to have been voted as a WealthTech100 company for three consecutive years. The new WealthTech100 list aims to highlight tech innovation leaders in the investment management industry.**