Senior Analyst, Technical Operations

🕒 Julho 24

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $79.400 - $112.175 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Empower

SiteLinkedInTodas as Vagas

10.000+ funcionários

💸 Finanças

💳 Fintech

👥 B2C

Finance • Fintech • B2C

A Empower é uma fornecedora líder de serviços financeiros focada em ajudar indivíduos e organizações a alcançar a liberdade financeira através do planejamento de aposentadoria e da gestão de investimentos. Atendendo a mais de 19 milhões de americanos, a Empower oferece um conjunto abrangente de serviços relacionados a finanças, incluindo planejamento inteligente e aconselhamento de investimento, além de ferramentas como o Empower Personal Dashboard™ para uma visão financeira completa. A empresa é renomada como uma das principais provedoras de planos de aposentadoria e trabalha de perto com investidores pessoais, poupadores de planos no local de trabalho, patrocinadores de planos e profissionais financeiros. A Empower também é reconhecida por suas iniciativas em Diversidade, Equidade, Inclusão e tem um compromisso social que fortalece o impacto na comunidade.

Descrição

• Perform technical triage on EASY system applications to diagnose the root cause of issues and identify or implement resolutions within established Service Level Agreements • Monitor the production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams • Monitor and maintain the EASY Workload Automation Tool to support the timely processing of financial transactions • Use CA Workload Automation AutoSys to create, schedule, and monitor back-end applications for transactional processing • Access the EASY system code base and databases to investigate program failures • Serve as a support specialist and liaison between Systems Application Support and EASY development teams, reporting software defects and communicating their severity and impact • Communicate production issues and risks that require development team support to repair or mitigate • Respond to service ticket requests from business users, system developers, and clients for the setup, monitoring, or execution of back-end EASY applications • Advise on and lead strategic initiatives to mitigate back-end application issues and identify opportunities for process automation • Coordinate production processes and present automation opportunities to developers on the team • Work independently with moderate latitude for actions and decisions that are not reviewed • Assist less senior team members with decision-making and override decisions when necessary for the benefit of the organization • Work closely with counterparts in Bangalore to maintain clear communication regarding issues, processes, and status • Advise the manager on the status of initiatives • Work an alternate schedule when required to maintain production continuity • Perform other duties as assigned.

🎯 Requisitos

• Bachelor’s degree in Computer Science or a related field, including Information Systems, Mathematics, or Software Engineering • Minimum of 7 years of experience providing production support for a back-end transactional processing system • Minimum of 4 years of experience configuring and monitoring program execution in a workload automation tool • Minimum of 4 years of experience providing technical support for an enterprise software system in a customer-facing role • Knowledge of technical troubleshooting methods, workload automation systems, back-end system processing, databases, and programs • Knowledge of the UNIX operating system, including familiarity with C shell, Korn shell, and Perl scripting • Knowledge of SQL and PL/SQL • Ability to analyze trends in system issues and recommend solutions or mitigations • Ability to quickly and efficiently troubleshoot system-critical program failures • Ability to write user-friendly explanations of technical functionality • Ability to communicate with customers and colleagues in a friendly and professional manner and remain calm in stressful situations • Commitment to delivering timely, effective solutions while balancing customer needs with the best interests of the organization • Strong listening, patience, empathy, authenticity, proactivity, and perseverance when working with internal and external customers • Ability to build collaborative and cooperative relationships, manage conflict, and communicate respectfully • Integrity and appreciation for diverse backgrounds, cultures, perspectives, and experiences • Ability to support the success of others through encouragement, recognition, and respectful conflict resolution • Ability to adapt to changing events and priorities, manage ambiguity, and maintain a positive approach despite challenges or resource constraints • Willingness to take on different responsibilities, learn new technologies, and follow new processes.

🏖️ Benefícios

• Medical, dental, vision and life insurance • Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup • Tuition reimbursement up to $5,250/year • Business-casual environment that includes the option to wear jeans • Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year • Paid volunteer time — 16 hours per calendar year • Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) • Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.