Application Support Analyst
Shadow Financial Systems, Inc. - Piscataway, NJ

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To support external customers in their use of Shadow’s products primarily ShadowSuite; to understand the client’s business needs and improve client satisfaction with Shadow’s products. Shadow’s support model is analytical in nature, not a traditional, scripted help desk or call center. This position has defined hours, which will be decided by the department Manager.


  • Works directly with clients on core or unique issues that can include product administration, design, training and troubleshooting.
  • Develops functional and technical expertise in all aspects of Shadow’s products particularly ShadowSuite.
  • Resolves client issues in a timely manner by performing research, local testing or by directing the client to the applicable documentation in-house; which can include on-line help.
  • Ability to act as an escalation point for problem resolution often working with ShadowSuite Product Manager.
  • Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training and follow-up.
  • Provides weekly status report updates to Manager; including unresolved issues and means of follow-up for resolution.
  • Participate as required in training sessions to ensure proficiency on products.
  • Manage production issue list and monitor progress toward completing those items.
  • Some Holidays are required.


  • Expands overall technical support capacity; improves efficiency and quality of service.
  • May assist in the design, delivery, and improvement of in-house software applications and training programs.
  • Will assist in various special projects as needed.

Experience, Competencies and Education

  • Bachelor’s degree in Business, Computer Science or similar degree.
  • Knowledge of the financial industry/securities settlements is desired.
  • Previous vendor experience preferred
  • Demonstrated ability to develop rapport with all levels of clients (internal and external) and address their respective issues quickly and accurately.
  • Strong organizational/time management skills required.
  • Exceptional analytical and critical thinking skills.
  • Excellent oral, written and interpersonal skills
  • Ability to work well independently.
  • Strong leadership skills.
  • Proficient in Excel.

Indeed - 17 months ago - save job