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Production Support Analyst/Systems Support Analyst 5

Company: TMP Worldwide
Location: Chandler
Posted on: July 16, 2019

Job Description:

Job DescriptionAt Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Wells Fargo Technology sets IT strategy; enhances the design, development, and operations of our systems; optimizes the Wells Fargo infrastructure footprint; provides information security; and enables continuous banking access through in-store, online, ATM, and other channels to Wells Fargo's more than 70 million global customers.The Robotic Process Automation (RPA) program is a relatively new program in expansion mode for 2019. We have a target to develop 300+ automations in the next couple of years as a part of the RPA CoE. Significant savings objective aligned to the E&E Lines & Levers program.RPA Production support is key to the success of the RPA program.The System/Application Support Analyst will provide support and maintenance of Blue Prism and UiPath platform. The support analyst will be part of Production Support team in a customer (internal) facing role, to drive support. The ideal candidate will need at least 7+ years of experience in Application support. The support analyst will ensure consistency and synchronization across infrastructure components. The ideal candidate will also work on performance optimization and maintenance by following operational procedures for maintaining technology as required.At a high level, the Support analyst will provide technical systems support within a technology organization. Duties are varied and may include one or more of the following: Provides support for complex technical issues and initiatives related to assigned automation, systems, databases and/or other technical products and services; Uses diagnostic and other tools to maintain, troubleshoot and restore service or data to systems Communicates verbally and in writing on complex large technical issues in a clear and concise format easily understandable by the intended recipient Evaluates service level agreement criteria and identifies gaps in current technology process Participates in migrations from development to production, upgrades, installations and/or configurations Updates/writes documentation and procedures and assists with related training Troubleshoots network, hardware and software issues using general guidelines, templates or direction from others. Analyzes performance trends and recommends process improvements Understands quality, security and compliance requirements for supported areas and reviews changes for risk to Production systems An understanding of, and a willingness to adhere to, formal change control procedures and disciplines. Strong desire for exploring, evaluating and understanding new technologies. The ability to conceptualize automated solutions and understand the prescribed design architecture An aptitude for problem solving, with the ability to take a logical route to the source of an error Work with developers and application owners to implement the change & document it Troubleshooting and providing solutions for production issues raise by either end user/automated monitors Perform Disaster Recovery Tests. Implement and fortify monitoring program through application monitoring tool.Responsibilities: Design solutions utilizing RPA best practices and maintain technical responsibility for project delivery Drive the strategic and tactical roll-out of the solution to enterprise customers by creating and documenting test procedures and scenarios Document configuration best practices, create and maintain solution documentation Working within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs to the change control process. Ability to understand the business process and create process flow diagrams Self-starter, ability to proactively push for clarity where ambiguity resides, such as proactively working with the business analyst team on technical and data input requirements Ability to understand the bigger picture from an overall integration architecture perspective Good understanding of Process Design documents, technical design documents within the automation space This role has to connect with different RPA stakeholders on matters of significance regarding their automations.Required Qualifications

  • 6+ years of systems support analysis experience
  • A BS/BA degree or higher
  • 6+ years of application production support experience
  • 5+ years of 3rd party vendor application production support experience
  • 6+ years of offshore application production support process experience
  • 6+ years of onshore application production support process experience
  • 5+ years of experience working with the Information Technology Infrastructure Library (ITIL) Framework
  • ITIL v3 Foundations Certification
  • 6+ years of Windows or Linux Scripting experience
  • 5+ years of experience working with Relationship Database Management Systems (RDBMS) such as SQL Server, Oracle or MySQL Desired Qualifications
    • Experience supporting an enterprise-level environment
    • Ability to interact effectively at varying levels of the business and technical organizations; including management
    • Strong team or technical leadership experience
    • Excellent verbal, written, and interpersonal communication skills
    • 7+ years of application production support experience
    • 7+ years of 3rd party vendor application production support experience
    • 7+ years of offshore application production support process experience
    • Onshore application production support process experience
    • Production support experience in a financial services company
    • Knowledge and understanding of technology production support: for medium to large applications Other Desired QualificationsCandidate should possess at least a year of experience supporting RPA Platform.Must be a team player, Be ready to accept work from colleagues, This is a pure production support role and tasks get picked from a queue, who ever is available will accept the work. Work load needs to be shared.Job Expectations
      • Ability to work nights, weekends, and/or holidays as needed or scheduled
      • Ability to work weekends and holidays as needed or scheduled
      • Flexibility to address incidents as needed 24 hours a day
      • Flexibility to frequently be on call beyond normal working hours
      • Flexibility to work in a 24/7 environment, including weekends and holidays
      • Ability to travel up to 10% of the time Street Address NC-Charlotte: 301 S College St - Charlotte, NCDisclaimerAll offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Keywords: TMP Worldwide, Chandler , Production Support Analyst/Systems Support Analyst 5, Professions , Chandler, Arizona

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