Implementation Engineer

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

The Software Support team is part of MOODY’S Insurance operating unit’s Customer Success organization, and we provide customers 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.

We are not a typical "Call Center" or "Help Desk" group; rather, our work enables our customers to utilize the MOODY’S Insurance product suite efficiently and effectively in their workflows by providing service excellence while serving as the face of MOODY’S for many of our customers. If you enjoy a challenge and are looking to constantly develop yourself in an exciting and dynamic business, then this role is for you.

Responsibilities:

• Provide external and internal customers with best-in-class software support across the MOODY’S Insurance suite of product offerings following established team SOPs and Best Practices
• Manage and bring to resolution client inquiries of intermediate to advanced complexity, escalating cases as necessary to meet MOODY’S standards of execution excellence
• Partner with Customer Success and others to build an understanding of MOODY’S Insurance clients and their business (e.g. objectives, challenges, work processes, economic environment, etc.) to better support/resolve their inquiries
• Act 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 interest
• Contribute value to the team by creating or updating internal reference documents or Wiki articles
• Develop in-depth domain knowledge within an area of expertise and act as advisor on best use of our products internally and externally
• Support Go-To-Market initiatives by reviewing documentation pre-external release, participating in support readiness workshops, and other related activities
• Lead ad hoc client projects, effectively managing the creation and presentation of deliverables along with any follow ups from the customer
• Participate as a member of formal recruitment activities and provide feedback to the hiring manager; support the onboarding of new hires by leading training sessions

Qualifications:

• Undergraduate/first-level STEM degree (e.g., Bachelor’s) or graduate/second-level degree (e.g. MBA, Master’s) with an emphasis in computer science, IT, or another software related domain
• Possess a minimum of 5 years of relevant business experience. Possess effective time management, communication (written and verbal), and troubleshooting skill sets
• Ability to think critically and make pragmatic troubleshooting decisions.
• Experience with Cloud-based SaaS technologies, RESTful APIs, and/or their support is especially advantageous
• Be self-driven and able to perform well within cross-functional, multi-organizational, and virtual teams
• Demonstrated competence in complex problem solving and managing issues from their initial reporting to final resolution
• Demonstrated competence in managing difficult conversations and situations with customers, ensuring to keep key stakeholders involved and escalate situations internally, as appropriate.
• Experience in supporting business applications, systems administration, and relational database management troubleshooting
• Experience with Windows Server, HPC, and SQL system administration/troubleshooting is advantageous
• Experience with Client/Server or n-Tier software architectures and their associated limitation/requirements is advantageous
• Experience working with customers in the Insurance or Reinsurance markets (including Brokers) or supporting business applications in these markets is desirable

For US-based roles only: the anticipated hiring base salary range for this position is $98,200.00 - $142,450.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role may be eligible for a completion bonus. Moody’s also offers insurance and a discounted employee stock purchase plan for limited duration employees.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion, national origin, citizen status, marital status, physical or mental disability, military or veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement. Click here to view our Notice to New York City Applicants.
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.