About the Role
Job Summary: We are looking for an individual to serve in a unique role that encompasses elements of both solution architecture and hands-on implementation of those solutions with a particular focus on service management processes and system integrations. This role will be responsible for setting process and configuration standards and implementing best practices within the Clearwater corporate application environment – including but not limited to Zendesk, Jira Service Management, and Salesforce Service Cloud. The person in this role will use their analysis and problem-solving skills alongside their foundational understanding of technology and the business processes to architect technology solutions to ultimately make other teams and/or individuals more efficient and effective in their daily tasks while at the same time meeting any and all necessary regulatory requirements. You will be a success in this role if you have a solid understanding of customer service concepts, are detail oriented, can effectively communicate with all users, are able to think through complex processes and workflows quickly, adapt readily to changing requirements and situations, and show initiative in seeking to improve our organization’s processes and usage of technology in any area that you encounter. Responsibilities: Analyze and recommend improvements in or additions to business processes and workflows for any group in the CWAN organization Identify and recommend enhancements and/or expansions of the current Corporate Applications to improve staff productivity Assist in the administration of the systems managed by CAS Create and maintain conceptual and configuration documentation for in-house use Other duties as assigned Required Skills: Self-starter who is detail oriented with the ability to track multiple projects and deadlines concurrently Ability to plan and maintain schedules Expert knowledge of Zendesk in the following modules: Support, Guide, Chat/Messenger, and Explore Desired (but not necessary): Experience working in a Financial Technology company is a plus Experience working in an organization dealing with sensitive/confidential customer information Minimum of 3 years administration of a Zendesk environment with more than 20 agents Prior experience in a customer service department or supporting a customer service department Extremely strong written and verbal communication skills, across all platforms (Zoom, Email, Slack) A proactive attitude and a demonstrated ability to use initiative to resolve issues Familiarity with Jira Service Management and Confluence Familiarity with BI reporting concepts – cubes, dimensions, metrics Thank you for your interest in a career with Clearwater! Clearwater Analytics (NYSE: CWAN) is transforming investment management with the industry’s most comprehensive cloud-native platform for institutional investors across global public and private markets. While legacy systems create risk, inefficiency, and data fragmentation, Clearwater’s single-instance, multi-tenant architecture delivers real-time data and AI-driven insights throughout the investment lifecycle. The platform eliminates information silos by integrating portfolio management, trading, investment accounting, reconciliation, regulatory reporting, performance, compliance, and risk analytics in one unified system. Serving leading insurers, asset managers, hedge funds, banks, corporations, and governments, Clearwater supports over $8.8 trillion in assets globally. Learn more at www.clearwateranalytics.com. Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to still apply! You may be just what we're looking for.