GBO Support

Role Summary

Provide a brief description and purpose of the role. Include the impact of performing these responsibilities on KPMGI goals and objectives

This is an operational support role associated with the ongoing support of KPMG's proprietary risk management systems and processes that help KPMG comply with risk management policies and regulatory requirements.

Experienced team member working in the Global Business Operations (GBO) Business Process Help Desk (BPHD) Team responsible for providing Global Application Support encompassing mailbox monitoring, Remedy tracking and reporting, and support of the application, with occasional extended support during nights/weekends/holidays as needed:

·        Provide assistance to professionals by answering Global Support business inquiries via email /ticketing system

·        Perform daily tasks and processes to support the ongoing use of multiple global risk applications

·        Production issues management tracking

·        Individual who can work independently, interact with all levels of management, and as part of the team.

·        Work with the BPHD Manager and GBO Risk & Regulatory Process Leads to analyze, execute and support business requirements. 

·        Continuously monitor system for data integrity and defects and work with the Risk & Regulatory Process Leads and ITS teams to resolve issues. 

·        Provide suggestions on process improvements and application enhancements based on mailbox demand and trends

·        Help manage data integrity processes to ensure quality over current data. 

·        Oversee modifications and general troubleshooting of the applications, and proactively anticipate and resolve potential issues regarding how those would affect the data in the system or even how the data would be presented with the modifications in place. 

·        Perform special projects as requested by management. 

·        Perform User Acceptance Testing and report findings to the Risk & Regulatory Process Leads and ITS teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live

·        Develop and maintain processes and become a subject matter expert of the team's main processes and controls

·        Should possess the ability to handle multiple projects and/or tasks simultaneously.

·        Train and coach new team members and check on their learning progress

·        Create and maintain team documentation and collaboration site

·        Utilize several data resources, specifically Bloomberg, Thomson Reuters, and Moody’s, to research and analyze corporate structures, entities, and securities.

·        Write and perform complex database queries as a means of increasing departmental efficiency.

“Everyone a Leader” Competencies

Whilst it is expected that colleagues will be able to demonstrate competence in all areas if the Everyone a Leader Framework some roles require greater demonstrability in particular competencies.  Please list those that without, the job would be difficult to perform at a fully competent level.

Demonstrates

1.       Champion inclusion:  Creates an environment in which all people feel like they belong

2.       Drive quality: Delivers high-quality products and exceptional service that provide value and exceed client expectations

3.       Advance an ethical environment: Takes personal responsibility for the ethical environment of the firm and encourages others to do the same

4.       Apply a strategic perspective: Uses diverse sets of inputs to develop a broad perspective on business and people issues

5.       Make sound decisions: Exercises sound ethical and business judgment when making decisions

6.       Foster innovation: Embraces a culture of innovation and experimentation to create value

7.       Demonstrate self-awareness: Focuses on self-development and continuous learning, using insight to build capability and confidence

8.       Build collaborative relationships: Connects with individuals, teams and organizations to build lasting, collaborative relationships that enable global, firm-wide growth

9.       Develop and motivate others: Engages teams, instills confidence, and coaches people to find meaning in their work and achieve exceptional results

Technical Skills & Qualifications

Indicate the mandatory qualifications and technical skills required to perform the job at a fully competent level. Note: the qualifications and technical skills must be critical to the effective performance of the job and without which the job would be difficult to perform at a fully competent level.

Please list the technical skills required to perform this role

·   Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point and Access.

·   Familiarity with ServiceNow or similar customer service ticketing application preferred

·   Familiarity with data research tools, specifically Bloomberg, Thomson Reuters, and Moody’s

·   Familiarity with HTML and SQL

Experience & Knowledge

Indicate the experience and knowledge required to perform the job at a fully competent level.

Experience/Knowledge

Please describe below experiences/knowledge required:

·   Must have a Bachelor's degree or 3-5 years business experience

·   Big 4 experience is a plus

·   Must have the ability to work with and communicate with the business and ITS staff regarding system requirements and modifications to the data.

·   Candidate must possess excellent organizational skills with attention to detail.

·   Ability to prioritize and facilitate assignments with minimal supervision

·   Strong oral and written communication skills.

·   Strong customer relationship management skills and analytical ability, and the ability to work effectively with customers and ITS management/staff.

·   Good interpersonal skills with demonstrated success in dealing with diverse functional teams

·   Research & Troubleshooting Skills – detail oriented

·   Possess a high level of motivation with a strong commitment to customer service and continuous improvement.

·   Ability to handle multiple tasks and support special project needs.