Senior IS Analyst

At Franklin Templeton, we're driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients' achievements.

Come join us in delivering better outcomes for our clients around the world!

This position requires 5 days per week onsite in our NYC offices.

What is the Consumer Support Front Office team responsible for?

Our Consumer Support Front Office team provides technology and functional support to internal clients for issues including hardware, operating systems, desktop/web applications, mobility, conferencing, and printing. Our goal is to increase users' ability to self-service, automate contacts, enhance users' experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer-facing technologies.

What is the Senior IS Analyst responsible for?

Provide desktop support for internal Franklin Templeton employees. This includes addressing their technical issues, requests, and support of the IT Infrastructure.

What are the ongoing responsibilities of the Senior IS Analyst?

• Provide on-site technical support and customer service for all of our NYC offices; support and maintain effective relationships regarding operating systems, applications, mobile devices, new technologies, and communications infrastructure
• Build customer relationships with myriad users in the NYC office
• Address technical issues in a timely manner and provide concise and timely updates
• Address issues that arise within the NYC offices and tickets routed from the service desk; includes travel between offices
• Coordinate, set up, and support technologies used in Conference Rooms
• Provide Audio Visual Support for large internal and external meetings in the NYC office and external facilities
• Train users on new technologies in the NYC space
• Provide support for trading and investment management technologies
• Provide education on information technology issues/services to employees enterprise-wide
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support
• Provide quick and efficient resolution while minimizing disruption to the customer
• Order and maintain inventory of IT assets
• Coordinate and support office moves, and user restacks, which includes project work related to acquisitions and integration of companies
• Be an active advocate for the customer within IT and with outside technical groups
• Manage the ticketing queues to ensure issues are prioritized and actioned; escalate issues to the appropriate teams and drive to closure
• Provide backup assistance to peers when needed
• Availability to provide support outside business hours

What ideal qualifications, skills & experience would help someone to be successful?

Minimum Qualifications:

• Bachelor's Degree in computer science or related field
• Minimum of 5 years in a similar, fast-paced and dynamic environment in a desktop support role
• Highly proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies
• Flexibility, along with excellent skills and abilities in organization, planning, multi-tasking
• Excellent communication and interpersonal skills
• Good problem-solving and critical thinking skills
• Ability to actively participate as part of a team as well as work independently
• Strong service delivery and customer management skills

Preferred Qualifications:

• Experience supporting multiple facets of the business in a corporate environment strongly preferred
• Experience using ServiceNow Ticketing system
• Domain understanding of the Financial Services, or other highly-regulated industry

Franklin Templeton offers employees a competitive and valuable range of total rewards-monetary and non-monetary-designed to support the whole person and to recognize their time, talents, and results. Along with base compensation, other compensation is offered such as a discretionary bonus, 401k plan, health insurance, and other perks. There are several factors taken into consideration in making compensation decisions including but not limited to location, job-related knowledge, skills, and experience. At Franklin Templeton, we apply a total reward philosophy where all aspects of compensation and benefits are taken into consideration in determining compensation. We expect the salary for this position to range between $90,000 and $105,000.

#LI-Onsite

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Experience our welcoming culture and reach your professional and personal potential!

Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there's a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

Hear more from our employees

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered. Learn more about the wide range of benefits we offer at Franklin Templeton.

Highlights of our benefits include:

• Three weeks paid time off the first year
• Medical, dental and vision insurance
• 401(k) Retirement Plan with 85% company match on your pre-tax and/or Roth contributions, up to the IRS limits
• Employee Stock Investment Program
• Tuition Assistance Program
• Purchase of company funds with no sales charge
• Onsite fitness center and recreation center*
• Onsite cafeteria*

*Only applicable at certain locations

Learn more about the wide range of benefits we offer at Franklin Templeton

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.

Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email to [email protected]. In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.