Product Support Analyst
About The Position
As a Product Support Analyst, you will be responsible for troubleshooting issues, supporting day-to-day requirements of our business units and clients, providing analysis and recommendations on existing technical solutions, playing a key part in technical projects and ensuring a quality service is provided to our clients. This is a hands-on IT focused position, suited to an individual with experience of Application Support and Business Analysis who enjoys working closely with Project Managers, Developers and Testers. You will work within a fast-paced IT department responsible for supporting applications across a wide range of business units within the financial sector. The role requires an individual who strives under pressure and can meet demanding SLA’s and deadlines. You will work closely with the Service Management and Development teams, utilizing the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services and applications into the production environment.
Requirements
- 2+ years’ experience in an IT support role or business role where you partnered closely with IT
- Experience in business analysis, release management and service delivery
- Experience in banking, financial services or similar industry
- Knowledge of the federal banking system including wires, file movement and tax systems
- Strong analytical, troubleshooting and debugging skills
- Proven ability to collect and analyze complex material and data and present it in accessible formats
- Proven ability to work under pressure and meet tight deadlines
- excellent communication skills, and a proven ability to build and maintain strong relationship with clients (including international clients).
- flexibility and a willingness to work an on-call rotation.
Nice To Haves
- Experience with Incident & Problem management methodologies and associated processes is desirable
Responsibilities
- Issue debugging and Incident management
- Performing data and system analysis
- Successful management of change into production
- Delivering and supporting IT projects and completing system configuration
- Supporting key business events and data migrations
- Collaborating with individuals and teams to promote knowledge sharing
- Escalating risks and issues to the Team Lead and Management as appropriate
- Gathering and documenting knowledge gained on known issues into an indexed knowledge base
- Analysing support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved
Benefits
- Paid parental leave, flexible working and a caring and inclusive culture.
- Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.
- Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.
- Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
