CDI - Business Application Support Analyst (H/F)
France
Global Advisory
Rothschild & Co’s Global Advisory division delivers strategic advice to clients on mergers and acquisitions, financing, and broader corporate strategy. We combine deep sector expertise with global reach, underpinned by a strong commitment to long-term client relationships.
The Global Advisory Business Applications and Operations team provides global subject-matter expertise across business processes, data governance, business application and technical platform support.
Overview of Role
Business Application Support Analyst provides front-line support for Global Advisory’s client relationship management (CRM) platform – principally DealCloud. Based in London, Paris, and New York, the role delivers regional coverage during business hours to ensure continuity of service.
As the first point of contact for CRM queries, (i.e., we are transitioning from Microsoft Dynamics developed application to DealCloud) the analyst triages requests, resolves user, workflow, and data issues, and escalates system incidents through established ServiceNow channels. Beyond reactive support, the role is a CRM subject-matter expert – guiding users on workflows and best practice, driving adoption through onboarding and ad hoc training, and identifying recurring issues to improve data quality, documentation, and service delivery. Support for other Global Advisory applications (e.g., Microsoft Teams/SharePoint, Power BI, Rogo Ai) forms a secondary part of the remit.
Key Responsibilities
- Regional Application Support
o Serve as the primary regional point of contact for the newly rolled out DealCloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
o Monitor the CRM support mailbox and ServiceNow queue, responding to user queries and aiming for same-day resolution.
o Work with global colleagues to ensure communication and adoption of processes and application changes.
o Be prepared to assist with straightforward, execution-level tasks where required, recognising that some senior users make only limited direct use of the application while still relying on it being kept accurate and up to date.
- Process Workflow & User Enablement
o Deliver ad-hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
o Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
- Triage, Resolution & Escalation
o Assess incoming requests to distinguish between user/process issues and genuine system incidents.
o Perform Level 1 triage, applying known fixes and workarounds before escalation.
o Log Incident Management system tickets (ServiceNow) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
- Cross‑Application & Operational Support
o Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
o Participate in incident post‑mortems where appropriate, contributing to root cause analysis and improvement actions.
o Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
o Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.
Experience, Skills and Competencies
· Bachelor’s Degree Information Technology, Computer Science or related field
· 1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
· Hands‑on experience working with service ticketing / ITSM systems (ServiceNow preferred), including logging, prioritising, escalating, and documenting issues.
· Experience supporting users in process driven or regulated environments, where accuracy, data quality, and adherence to controls are important.
· Exposure to CRM platforms such as DealCloud, Microsoft Dynamics, Salesforce, or similar tools.
· Experience supporting applications used in financial services, banking, capital markets, or advisory environments.
· Prior exposure to follow-the-sun or global support models.
· Ability to work independently during regional coverage hours, when other teams are offline.
· Experience producing basic reports, process diagrams, or operational documentation using tools such as Excel, Power BI, Visio, or similar.
· Familiarity with Microsoft 365, cloud, integration, or AI platforms (e.g. Azure, AWS) along with exposure to AI tools such as Rogo.ai would be of benefit.
· Familiarity with executing and supporting business processes within enterprise applications, including approvals, data management, reporting, workflow automation, and governance controls.
· Strong analytical and problem-solving skills, with the ability to diagnose issues related to workflows, data, permissions, and system behavior.
· Demonstrate strong written and verbal communication skills in a professional context, enabling effective collaboration with users and colleagues across Global Advisory offices globally.
· Strong written and verbal English communication skills. French language proficiency is desirable.
· Excellent communication and interpersonal skills, with the confidence to engage users and stakeholders at all levels, including senior bankers, while maintaining professional conduct and process discipline – including the confidence to explain, where appropriate, when a request falls outside the intended design of the application.
· A clear understanding of the sensitivity of the information handled by Global Advisory, and strict compliance with the confidentiality rules imposed by R&Co and by the relevant financial regulatory authorities.
· Willingness and availability to travel occasionally to nearby Global Advisory offices (e.g. London, Brussels, Milan, Madrid) in order to build working relationships with other support staff and with bankers.