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About the Role

The Business Application Support Analyst provides front-line support for Rothschild & Co’s Global Advisory client relationship management (CRM) platform, DealCloud. This role, based in London, Paris, and New York, offers regional coverage during business hours to ensure service continuity. The analyst will triage requests, resolve user, workflow, and data issues, and escalate system incidents. Additionally, the role involves guiding users on workflows, driving adoption through training, and identifying recurring issues to improve data quality and service delivery. Support for other Global Advisory applications is also part of the role.

Responsibilities

Serve as the primary regional point of contact for the DealCloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
Monitor the CRM support mailbox and ServiceNow queue, responding to user queries and aiming for same-day resolution.
Work with global colleagues to ensure communication and adoption of processes and application changes.
Deliver ad-hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
Assess incoming requests to distinguish between user/process issues and genuine system incidents.
Perform Level 1 triage, applying known fixes and workarounds before escalation.
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.
Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
Participate in incident post-mortems where appropriate, contributing to root cause analysis and improvement actions.
Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.

Requirements

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.
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 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.

Skills

DealCloud CRM
Microsoft Dynamics
Salesforce
ServiceNow
Microsoft 365
Power BI
Rogo Ai
Excel
Visio
Azure
AWS

Location

London
Paris
New York

Work Type

Full-time

Experience Level

1-3 years

Education Level

Bachelor’s Degree Information Technology, Computer Science or related field

Salary/Compensations

$70,000 - $85,000 per year

Benefits

Discretionary bonus
Rothschild & Co employee benefits package

About the Company

Rothschild & Co is a leading global financial services group with seven generations of family control and a history of over 200 years at the centre of the world's financial markets.
Our expertise, intellectual capital and global network enable us to provide a distinct perspective that makes a meaningful difference to our clients, communities and planet.
We have 4,600 talented specialists on the ground in over 40 countries around the world, enabling us to deliver a unique global perspective across four market-leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows.
As a family-controlled business built on relationships, we place a huge emphasis on our people and finding the right colleagues to take our business forward.
Rothschild & Co is committed to an inclusive and supportive environment where different perspectives are valued. We are focused on the attraction and recruitment, development and retention and progression of high calibre talent to ensure we and our clients benefit from the value of difference.
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.

Equal Opportunity

Rothschild & Co North America is an equal opportunity employer.
If you are a qualified individual with a disability or disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this career website.