Job Description

Your Role:

You will use your commitment, dedication, creativity, and strong work ethic to pursue a friction-free customer experience with all technology products, services, and tools that we release for use, illuminating gaps in process, toolsets and skillsets.

As an analyst supporting the CX function, you will play a meaningful role in driving our functional growth through your natural flair for getting into the detail. Working in a supportive and robust team, you will be involved in providing specialist support and providing knowledge transfer across the CX team to develop our front-line resource capabilities, driving our digital transformation by improving our self-service options, exploring self-resolution and self-healing opportunities to help reduce the dependency on CX or Service-Desk analysts.

You will be responsible for:

Being an active and highly visible member of the CX Core Tech function, supporting your fellow CX colleagues with escalated support concerns, driving resolutions and sharing knowledge.
Collaborating with your CX colleagues, Technology product owners, and across the wider Tech teams, as well as Senior Leadership to ensure key technology initiatives and operations are worked through with diligence.
Taking ownership of critical issues such as major incidents, sophisticated changes and problem management.
Developing and deliver a training programme for our BP-facing teams on improved products, processes, and services, and through a multitude of mediums, i.e., ‘Internal TechTalks’ and the creation of videos (and through a user’s lens).
Seeking out and ensuring opportunities for automation, process improvements, friction reduction, and streamlining are seized, supported, and promoted, saving employees time when doing their daily tasks by reducing manual steps.
Participating in testing and technical product or process evaluations, collecting, reporting, and supervising feedback.
Ensuring a culture of compliance to operational standards, processes, and procedures.
Always demonstrating and delivering excellent service to all customers and building productive working relationships with all partners to inspire confidence in the CX function.

The experience you bring:

3+ years of experience in a multifaceted and fast-paced Tech environment, including a consistent record of your ability to diagnose and tackle problems.
Proficient in many of the following technologies:

Power Shell and Batch scripting technology
Microsoft Azure
Windows OS administration
ServiceNow for workflow and knowledge management
Microsoft’s Mobile Technology – mobile apps, Intune mobile device management
Install Shield or another installer technology
System Center Configuration Manager and associated modules
Power Suite in Microsoft
WAN/LAN administration
mySQL and Excel for data manipulation and tracking of usage
Power BI or other data visualization technologies
Background in application design and support
Background in web / HTML support
Security practices and technology
Experience with Microsoft Autopilot technology

What’s in it for you?

Our people are at the very core of our success. Invesco employees get more out of life through our comprehensive compensation and benefits offerings including:

Flexible time off and opportunities for a flexible work schedule
401(K) matching of 100% up to the first 6% with an additional supplemental contribution
Health & wellbeing benefits
Parental Leave benefits
Employee stock purchase plan