Moody's is a developmental culture where we value candidates who are willing to grow. So, if you are excited about this opportunity but don't meet every single requirement, please apply! You may be a perfect fit for this role or other open roles.

　　Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.

　　At Moody's, we're taking action. We're hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We're educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at moodys.com/diversity

　　Brief Description: This role is based in London, United Kingdom, and will report to the Software Specialists - Europe manager. The Software Success team is part of RMS' broader Customer Success organization. Our Software Support provides clients with Follow the Sun support with roles based in Europe, Asia-Pacific, and the Americas. We are a dedicated and fun group of individuals who work smart so we can enjoy a good work-life balance. Our team members come from all different backgrounds (education, geography, previous professional experience, etc.), and we use this to our advantage. If you enjoy a challenge and are looking to constantly develop yourself in an exciting and dynamic business, then this role is for you.

　　The Person:

　　Someone with personal expertise and professionalism who enjoys rolling up their sleeves to play a part in leading solutions to interesting and challenging customer support inquiriesSomeone who enjoys collaborating and sharing ideas with colleagues as part of a highly cross-functional and dynamic team in an environment where continued personal growth is encouraged; we succeed as a teamSomeone who wants to apply their technical background to support diverse client environments and configurations while troubleshooting technical issues and supporting launches of new products and featuresSomeone who wants to interact daily & directly with customers in order to cultivate relationships and ensure we address all our customers' needs by fully understanding the nature of their inquiry and providing comprehensive solutions that exceed their expectations

　　The Position:

　　Provide external and internal clients with best-in-class software support (on-site and remote, as appropriate) across RMS' suite of product offerings following established team SOPs and Best PracticesManage and bring to resolution client inquiries of intermediate to advanced complexity, escalating cases as necessary to meet RMS' standards of execution excellenceLeverage critical thinking and a pragmatic approach to make informed troubleshooting decisions that drive cases to resolution more quickly and therefore provide value to clientsPartner with Customer Success and others to build an understanding of RMS' clients and their business (e.g. objectives, challenges, work processes, economic environment, etc.) to better support/resolve their inquiriesAct as a mentor for junior colleagues and reach out to teammates who may need assistance with casework or other assignments (e.g. projects)Proactively monitor cases in area of your domain expertise and drive forward knowledge sharing opportunities based on unique or challenging cases of interestContribute value to the team by creating or updating internal reference documents or Wiki articlesDevelop in-depth domain knowledge within an area of expertise and act as advisor on best use of our products internally and externallySupport Go-To-Market initiatives by reviewing documentation pre-external release, participating in support readiness workshops, and other related activitiesLead ad hoc client projects, effectively managing the creation and presentation of deliverables along with any follow ups from the customerParticipate as a member of formal recruitment activities and provide feedback to the hiring manager; support the onboarding of new hires by leading training sessions

　　Experience Required:

　　Educated to at least degree level in a relevant subject, e.g. software or IT-relatedPossess a minimum of 5 years of relevant professional experiencePossess strong time management, communication, and troubleshooting skill setsBe self-driven and able to perform well within cross-functional, multi-organizational, and virtual teamsExperience in supporting business applications, systems administration, and relational database management troubleshootingDemonstrated competence in complex problem solving and managing issues from their initial reporting to final resolutionDemonstrated competence in analyzing data, assessing situations, and developing pragmatic recommendationsDemonstrated competence with relevant technologiesMicrosoft Windows and Server productsMicrosoft HPCMicrosoft SQL Server

　　Desirable:

　　Experience working with customers in the Insurance or Reinsurance markets (including Brokers) or supporting business applications in these markets is advantageousExperience with Cloud-based SaaS technologies or their support is advantageousExperience with Client/Server or n-Tier software architectures and their associated limitation/requirementsStrong competence with Windows Server, HPC, and SQL system administration/troubleshooting

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　　Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, and competencies. The salary is one component of Moody's total compensation package for employees. Other rewards and benefits include the following: Medical, Personal Accident, Life Insurance and Time Off.

　　Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

　　Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody's Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

　　For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

　　Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee's tenure with Moody's.