Senior Service Delivery Consultant - Coric Support

WHAT MAKES US, US

Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp!

At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-cantered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.

Why this is important to us

You will be part of our highly effective Global First Line Support team called Unified Service Desk. You will collaborate with team members in Unified Service Desk, along with Global Support and Service Delivery Consultants and Developers from other departments, to handle the daily work of supporting our clients. Our responsibility is to deliver high-quality support and services to over 200 SimCorp clients world-wide for their SimCorp Dimension® platform and to provide Operational Services for SimCorp clients with hosted solutions. The team is accountable for meeting required service levels for customer issues, delivery times and customer satisfaction.

What You Will Be Responsible For

• •Serve as the first point of contact for clients seeking support in their daily operations, delivering high-quality service and ensuring timely issue resolution.
• •Manage support cases within an incident management framework, taking ownership of client-reported issues from initial investigation through to resolution.
• •Provide L2 and L3 technical support for SimCorp products, including troubleshooting, diagnosing, and resolving application and infrastructure-related issues.
• •Analyze issues affecting client environments and collaborate closely with developers, product specialists, and subject matter experts to identify and implement solutions.
• •Handle customer enquiries regarding the technical functionality of SimCorp solutions in a professional and client-focused manner.
• •Set up remote connections to client environments, enabling consultants and developers to investigate and resolve technical issues efficiently.
• •Perform regular maintenance activities, application upgrades, and operational support tasks to ensure stable client environments.
• •Apply existing solutions, knowledge articles, and troubleshooting procedures to resolve client issues while identifying opportunities for process improvement and automation.
• •Escalate complex issues to the appropriate support teams and ensure clear handover and continuous follow-up until resolution.
• •Build positive relationships with clients through clear communication, attentive support, and a commitment to customer success.
• •Collaborate with Service Delivery Consultants, Product Development teams, and global support colleagues across regions to ensure seamless service delivery.
• •Participate in support-related projects and continuous improvement initiatives as required.

What We Value

• •Degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• •3+ years or more experience in a client-facing technical support, application support, service desk, or software support environment.
• •Prior experience supporting enterprise software applications within financial services, banking, FinTech, or SaaS environments.
• •Solid understanding of software support, troubleshooting methodologies, and incident management processes.
• •Practical experience administering Windows Server and enterprise environments, including Active Directory.
• •Demonstrated experience with SQL and T-SQL, along with querying, problem resolution, and basic administration of SQL Server.
• •Experience with IT Service Management (ITSM) platforms such as Salesforce, ServiceNow, Jira, RemedyForce, or similar ticketing systems.
• •Familiarity with Microsoft technologies including IIS, Windows Server, SQL Server, and PowerShell.
• •Experience with scripting, automation, or process optimization using PowerShell or similar tools.
• •Knowledge of ITIL principles and IT Service Management processes; ITIL v4 certification is viewed favorably.
• •Experience working within Agile or Scrum environments.
• •Effective analytical and problem-solving skills with the ability to investigate, prioritize, and resolve technical issues effectively.
• •Effective written and verbal communication skills in English, with the ability to explain technical concepts clearly to clients and stakeholders.
• •Well organized and attentive to detail, capable of handling several priorities within an active global support environment.
• •Demonstrated customer-service mindset with the ability to build good relationships and communicate professionally with clients.
• •Self-motivated, collaborative, and willing to take on new challenges, with a positive "can-do" attitude and a willingness to learn new technologies.
• •Capable of working on one's own while also making valuable contributions to a globally distributed team.
• •Experience with SimCorp Coric, Client Reporting solutions, or financial reporting platforms is highly desirable.

Other Requirements

• •Amenable to working rotational shifts supporting EMEA and North America regions.
• •Willing to participate in a split-shift schedule to provide broader global coverage.
• •Available to support occasional weekend activities for upgrades, maintenance, or critical client issues.
• •Comfortable collaborating with global teams across Europe, North America, and APAC.
• •Hybrid work arrangement with 2 days per week in the office.

BENEFITS

An attractive salary, bonus scheme, and pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work & life balance and opportunities for professional development: there is never just one route - we offer an individual approach to professional development to support the direction you want to take. Visit our career pages to learn more about working at SimCorp: www.simcorp.com/career. Since SimCorp operates in 20+ offices worldwide, the benefits package may vary from country to country.

NEXT STEP:

Please send us your application in English via our career site as soon as possible. We process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process. For any questions, you are welcome to contact Katkat Calimag-Rupera, Senior Talent Acquisition Partner, at email katkat.rupera@simcorp.com. If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you in discovering the right role for you. The approximate time to consider your CV is three weeks. We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we

will ask you to provide your feedback, which is highly appreciated.

WHO WE ARE:

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.

SimCorp is an independent subsidiary of the Deutsche Börse Group. Follo