Analyst Technical Operations-2

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The purpose of this job is to provide production support for, and automation of, financial services production processes. This team is responsible for the scheduling and production of EASY applications to ensure compliance with both regulatory and client Service Level Agreements (SLAs). This support includes response to, and mitigation of, production-critical program failures and root-cause analysis of production issues. The expectation of a Technical Operations Analyst is to coordinate production processes, present automation opportunities to developers on the team, provide excellent customer service, and model best practices.

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

• Performs technical triage on EASY system applications to diagnose root cause of issues and identify and / or implement resolutions within the Service Level Agreements (SLAs).
• Acts as a support specialist and liaison between Systems Application Support and EASY development teams to report software application defects and report severity / impact of defects.
• Using the CA Workload Automation tool, AutoSys, creates, schedules, and monitors back-end applications for transactional processing.
• Responds to service ticket requests from business users, system developers, and clients to perform requested tasks that fall within the scope of team responsibilities.
• Advises and works on / leads strategic initiatives to mitigate and / or alleviate back-end application issues, including opportunities for process automation.
• Operates independently with moderate latitude for un-reviewed actions or decisions.
• Works closely with counterparts in Bangalore to ensure fluid communication of issues, processes, and status.
• This may require an alternate work schedule as production continuity demands.
• Monitor and maintain the EASY Workload Automation Tool to ensure timely processing of financial transactions.
• Monitor production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams in the organization.
• Use a service ticketing system to respond to requests for set-up, monitoring, or running of back-end EASY applications.
• Access the EASY system code base and databases to investigate program failures.
• Communicate with development teams in the organization to report production issues and risks that require effort from the development team to repair and / or mitigate.
• Other duties as assigned.

EDUCATION:

• Bachelor’s Degree in Computer Science or related field (Information Systems, Mathematics, Software Engineering)

PREFERRED QUALIFICATIONS:

• Ability to: analyze trends in system issues and recommend solutions / mitigations; communicate in a friendly and professional manner with customers and colleagues, remain calm in stressful situations, quickly and efficiently troubleshoot system-critical program failures, write user-friendly explanations of technical functionality
• Possess knowledge and understanding of: technical troubleshooting methods, workload automation systems, UNIX operating system, including familiarity with shell scripting (C / Korn, Perl), back-end system processing (database and programs), SQL, PL/SQL Minimum 4 years experience providing production support of back-end, transactional processing system,
• 3 years configuring and monitoring program execution in a workforce automation tool,
• 3 years providing technical support of an enterprise software, system in a customer-facing role.
• Customer Focus: Delivers internal and external customer service excellence.
• Exhibits listening, patience, empathy, authenticity, pro-activity, and perseverance with external and internal customers.
• Upholds commitment to delivering optimal solutions, in a timely manner, and balances customer needs with the best interests of the organization.
• Maintains a positive approach despite challenges, constraints, and / or customer emotions.
• Building Partnerships: Builds collaborative and cooperative relationships; effectively manages conflict.
• Finds common ground and builds trust with co-workers, managers, partners, and customers through demonstration of inclusiveness and appreciation for diverse backgrounds, cultures, thoughts and experiences.
• Operates with integrity and communicates respectfully in language, writing, and actions.
• Shows interest in and supports the success of others; provides encouragement, celebrates wins.
• Addresses conflict openly and respectfully, addresses through proper channels.
• Adapting to Change: Is open to, acknowledges, manages emotions, and adjusts to changing events and priorities.
• Displays a positive approach in the face of ambiguity, change, or lack of resources.
• Willingly flexes to take on different responsibilities, learn new technology, and follow new processes.
• Focuses energy and actions on determining possibilities rather than on lamenting losses.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.