BNY Mellon Careers

Lead Analyst, Client Service - Knowledge Specialist - Enterprise

Wellesley, Massachusetts
Asset Servicing

Job Description


The Eagle Knowledge Specialist is the Subject Matter Expert. The Knowledge Specialist is an experienced resource that has knowledge and expertise in one or more functional areas of the Eagle product suite.  The Knowledge Specialist operates at a level sufficiently deep to effectively triage and resolve client issues. This person is able to independently investigate and quickly resolve complex issues with minimal guidance.  It is expected that the Knowledge Specialists will continue to increase their level of expertise on an ongoing basis by gaining experience with additional product areas.  Additionally, the Knowledge Specialist will play a leadership role in mentoring and guiding Knowledge Associate resources in their growth and progression. 



Specific job responsibilities may include but are not limited to the following:

  • Own, investigate and troubleshoot complex issues in the Eagle suite. Identify, test, recreate, resolve and/or escalate complex problems. 

  • Provide timely solutions to client issues; document issue resolutions and contribute to overall Eagle knowledge management. 

  • Mentor Knowledge Associate resources on complex investigations, technical troubleshooting, and customer service best practices.

  • Build solid strategic partnerships with Client Operations Managers in order to understand client business needs.

  • Provide knowledge transfer opportunities to Knowledge Analysts and other Knowledge Specialists.  

  • Assist Manager of Client Operations in managing Eagle’s Model Office environment; recommend ways to improve the scope of the Model Office, and execute production jobs and processes within that environment. 

  • Solution complex issues and challenges; identify product gaps and work with the Knowledge Team Leads and R&D resources to improve overall product design. 

  • Make the Global Support team more effective by creating training materials, generating technical notes, and developing problem isolation tools.

  • Test and verify client workflows prior to providing clients with a software patch or new release.  

  • Contribute use cases to Quality Office library of test cases. 

  • Publish or review technical documentation on advanced concepts, including development of content for knowledge base articles, white papers, troubleshooting guides.


Travel:  The Knowledge Specialist role is expected to have occasional travel, up to 10%.   On some occasions the  Knowledge Specialist may have opportunities to travel with Knowledge Team Leads or Client Operations Managers to investigate issues or observe certain client discussions. 


Client Service - IC3 Works with external clients to resolve complex day-to-day issues and direct them to appropriate resources at BNY Mellon. Supports clients in addressing and resolving complex operational and technical issues and ensuring requests are executed. Applies advanced problem solving skills, judgement, and experience to analyze information. Uses developed communication skills to deliver high quality service to a specialized client base. Provides individuals at assigned clients information related to BNY Mellons products and services representing an array of lines of business and geographies and leverages an in-depth understanding of broader BNY Mellon services and offerings. Proactively assists clients in reviewing potential business needs and directs them to appropriate resources at BNY Mellon. Resolves complex or non-routine client issues or inquires, as needed. Uses in-depth knowledge of client issues and needs to contribute to business development efforts. Uses understanding of BNY Mellon products and services to best propose expanded offerings to clients for front office consideration. Leads and participates in internal activities and initiatives designed to improve the client experience. Helps develop process improvements. No direct reports. Provides guidance to less experienced team members. Supports multiple, complex client accounts. Bachelors degree or the equivalent combination of education and experience is required. 5-7 years of total work experience preferred. Experience in an operational area and/or client services preferred.


Bachelors degree or the equivalent combination of education and experience is required. 5-7 years of total work experience preferred. Experience in an operational area and/or client services preferred.
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Massachusetts-Wellesley
Internal Jobcode: 70104
Job: Asset Servicing
Organization: AS Eagle Cloud And EMS-HR06432
Requisition Number: 1905662