Senior Employee Technology Support Analyst, Credit Operations

Responsibilities:

• Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
• Research to identify issues; provide the timely resolution, and communication of outcomes to all appropriate team members.
• Communicate to effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
• Contribute to knowledge base for end-users and support analysts
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues. Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically when it comes to understanding client requirements, problem-solving, and project management skills.

Qualifications:

• A bachelor's degree in computer science or related field
• 3+ years of experience in Application Production L1 (Level 1) L2 (Level 2) support.
• Ability to work independently and manage time and multiple concurrent priorities
• Ability to collaborate successfully with team members
• Excellent troubleshooting skills
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Knowledge of technologies such as .NET / Python / AWS / JavaScript / Any JavaScript framework
• Ability to debug SQL Queries and Stored Procedures in a relational database management system (RDBMS).
• Excellent communication skills - verbal, listening, reading, writing
• Work with multiple teams - end users, functional teams, release manager, development team.
• Availability to work on rotation shifts between NA American Australian shifts

Nice to haves:

• Demonstrated domain knowledge in financial/investment data, and/or analytics
• Working knowledge of monitoring tools e.g., Splunk, New Relic etc