Senior Infrastructure Customer Experience Analyst

Adv. Analyst I, Infra CX

As one of the world’s leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world. If you're looking for challenging work, intelligent colleagues, and exposure across a global footprint, come explore your potential at Invesco.

Job Description

JOB DESCRIPTION Job Title: Sr. Analyst, Infra CX Job Code: Department: Technology Location: New York Report To: Manager/Team Leader – Infra CX Direct Reports: No Revised: February 06, 2025 Job Purpose (Job Summary): The Senior Technology Analyst plays a crucial role in bridging the gap between business needs and technology solutions. They analyze business processes, identify areas for improvement through technology, and translate those needs into functional requirements for technical teams. This role requires a blend of technical understanding, analytical skills, communication prowess, and a strong business acumen. The Sr analyst acts as a liaison, ensuring that technology implementations effectively support organizational goals and deliver value. Key Responsibilities / Duties: • Investigate faults relating to applications and their configuration, identify and implement scalable solutions. • Respond promptly and effectively to calls concerning all technology used within Invesco. • Demonstrate and deliver service delivery excellence to all business partners. • Assist the Infra CX Manager with problem management, investigations and metrics reporting. Identify trends and problem areas within the business to improve the level of service the group delivers. • Complete software/hardware installs, upgrades, ad hoc project activity, moves and roll outs as. • Maintain a knowledge base for supported apps, including reference manuals, installation guides, and best practices. • Maintain ITAM inventories, workplace personas, Share Points, and the Technology knowledge centre up to date and current. • Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate. Provides ticket hygiene oversight to junior team members. • Metrics reporting, proactive monitoring, and root cause analysis. • Works closely with business stakeholders, technical teams, and vendors to ensure clear communication and alignment throughout the project lifecycle. • Oversee AV operations, and support BP meetings and videoconferences, including support for our senior leadership events. • Work closely with the Business Support Analysts to ensure all business-critical issues are escalated promptly, that service level agreements and escalation procedures are met within agreed deadlines and future escalations are prevented. Field outages and drive all issues to completion. • Assist with the training, and development of junior team members, acting as a technical escalation point offering guidance, coaching, and support. • Assists with the implementation of new systems and technologies including user training, documentation, and post-implementation support. • Works with external vendors to evaluate, select, and manage technology solutions. Work Experience / Knowledge: • Knowledge of project management methodologies (PMP, Prince2) • 5-7 years experience in a technology analyst role or equivalent technical role, preferably in a related industry • Office 365, Mac, Windows, LAN/WAN networking, Cloud technologies (Azure, AWS), Mobility, and Market Data • Experience with data analysis and visualization tools • Familiarity with IT Service Management (ITSM) frameworks (ITIL) Skills / Other Personal Attributes Required: • LAN/WAN Networking and Telephony experience. • A/V technology and videoconferencing experience. • Leadership and coaching skills. • Subject Matter Expert in various desktop support related disciplines. • Proven track record of success coupled with proven knowledge of industry best practice for desktop support and service delivery. • Knowledge of ITIL Foundation. • Demonstrate commitment and ability to provide exceptional service to internal business partners, at all levels. • Excellent communication and interpersonal skills. • Self motivated, enthusiastic, approachable and people orientated. • Must have ability to diagnose and solve problems while maintaining professionalism and courtesy. Formal Education: • College degree or equivalent experience Invesco is an Equal Opportunity Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within twelve weeks may consider their application unsuccessful. All related information will be kept in our file for up to 2 years for future recruitment purposes. When there are vacancies in our subsidiary or associate companies during that period, we may transfer the application to them for consideration of employment. Under the Personal Data (Privacy) Ordinance, job applicants have a right to request access to, and to request correction of, Personal Data in relation to the application. If job applicants wish to exercise these rights, they should contact the Human Resources department.

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

No

Workplace Model

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office. 

Why Invesco

In Invesco, we act with integrity and do meaningful work to create impact for our stakeholders. We believe our culture is stronger when we all feel we belong, and we respect each other’s identities, lives, health, and well-being. We come together to create better solutions for our clients, our business and each other by building on different voices and perspectives. We nurture and encourage each other to ensure our meaningful growth, both personally and professionally. 

We believe in diverse, inclusive, and supportive workplace where everyone feels equally valued, and this starts at the top with our senior leaders having diversity and inclusion goals. Our global focus on diversity and inclusion has grown exponentially and we encourage connection and community through our many employee-led Business Resource Groups (BRGs).  

What’s in it for you? 

As an organization we support personal needs, diverse backgrounds and provide internal networks, as well as opportunities to get involved in the community and in the world. 

Our benefit policy includes but not limited to: 

• Competitive Compensation 
• Flexible, Hybrid Work 
• 30 days’ Annual Leave + Public Holidays 
• Life Insurance 
• Retirement Planning 
• Group Personal Accident Insurance 
• Medical Insurance for Employee and Family 
• Annual Health Check-up 
• 26 weeks Maternity Leave 
• Paternal Leave 
• Adoption Leave 
• Near site Childcare Facility 
• Employee Assistance Program 
• Study Support 
• Employee Stock Purchase Plan 
• ESG Commitments and Goals 
• Business Resource Groups 
• Career Development Programs 
• Mentoring Programs 
• Invesco Cares 
• Dress for your Day 

In Invesco, we offer development opportunities that help you thrive as a lifelong learner in a constantly evolving business environment and ensure your constant growth. Our AI enabled learning platform delivers curated content based on your role and interest. We ensure our manager and leaders also have many opportunities to advance their skills and competencies that becomes pivotal in their continuous pursuit of performance excellence. 

To know more about us 

About Invesco: https://www.invesco.com/corporate/en/home.html 

About our Culture: https://www.invesco.com/corporate/en/about-us/our-culture.html 

About our D&I policy: https://www.invesco.com/corporate/en/our-commitments/diversity-and-inclusion.html 

About our CR program: https://www.invesco.com/corporate/en/our-commitments/corporate-responsibility.html 

Apply for the role @ Invesco Careers: https://careers.invesco.com/india/ 

Experience Level

Senior Level