Role: Senior Employee Support Analyst

Location: Vashi, Navi Mumbai (4 days working from office)

Shift: General Shift (10:00am to 7:00pm)

As an Senior Employee Support Analyst, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products. A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems modern, reusable, and maintainable. You will be shaping the future of DBRS Morningstar’s Products and helping to make DBRS Morningstar a technology-first setting. The role will work with team members in North America and Mumbai and support DBRS Morningstar’s global offices.

Responsibilities

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
• Research to identify issues; provide the timely resolution,



and communication of outcomes to all

appropriate team members.

• Communicate to effectively to convey complex technical information, via email, chat, ticketing system

and attendance in bridge calls. Understand and educate end-users on complex user experiences.

• Contribute to knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support

analyst autonomy.

• Track, evaluate, and determine resolution approach for credit products and underlying data issues.

Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and

provide timely updates, follow-up, expedition, and resolution.

• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter

expert where necessary.

• Think strategically when it comes to understanding client requirements, problem-solving,

📌 Senior Employee Support Analyst (Mumbai)
🏢 Morningstar
📍 Mumbai