Senior Analyst, Technical Operations

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $79.4k - $112.2k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Empower

WebsiteLinkedInAll Job Openings

10,000+ employees

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Empower is a leading provider of financial services focused on helping individuals and organizations achieve financial freedom through retirement planning and investment management. Serving over 19 million Americans, Empower offers a comprehensive suite of finance-related services, including smart planning and investment advice, and tools like the Empower Personal Dashboard™ for a complete financial view. The company is renowned as a top retirement plan provider and works closely with personal investors, workplace plan savers, plan sponsors, and financial professionals. Empower is also recognized for initiatives in Diversity, Equity, Inclusion, and has a social commitment that bolsters community impact.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.