Sr Analyst Technical Operations

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.

The Senior Technical Operations Analyst will provide production support and automation for financial services production processes. This role coordinates the scheduling and production of EASY applications to support regulatory and client Service Level Agreements, responds to production-critical program failures, conducts root-cause analysis, and identifies automation opportunities. The Senior Technical Operations Analyst will also provide customer service, model best practices for less senior team members, and advise the manager on initiative status.

What you will do:

• 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.

What you will bring:

• 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.

This job operates in a professional office environment.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required to perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• 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.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

Job Posting End Date at 12:01 am on:

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