Senior Technology Support Analyst, Credit Operations

As a Senior Employee Technology Support Analyst in Credit Operations, your main responsibility will be to support a diverse set of products and services by applying your technical knowledge to assist end-users and stakeholders. You will be conducting research to identify issues, providing timely resolutions, and communicating outcomes to all appropriate team members. Your communication skills will be crucial as you will need to effectively convey complex technical information via email, chat, ticketing systems, and attendance in bridge calls. Additionally, you will need to understand and educate end-users on complex user experiences and contribute to the knowledge base for end-users and support analysts. It will also be part of your role to make software improvement recommendations to enhance user experience and increase support analyst autonomy. Tracking, evaluating, and determining resolution approaches for credit products and underlying data issues will also be a key responsibility. Demonstrating a high sense of ownership of the issues in the product ticket queue is essential, as well as being responsive and providing timely updates, follow-ups, expeditions, and resolutions. You will also be required to articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary. Strategic thinking will be crucial when it comes to understanding client requirements, problem-solving, and utilizing project management skills. Qualifications: - Bachelor's degree in computer science or a 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, Service Now, 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 - Ability to 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. As a Senior Employee Technology Support Analyst in Credit Operations, your main responsibility will be to support a diverse set of products and services by applying your technical knowledge to assist end-users and stakeholders. You will be conducting research to identify issues, providing timely resolutions, and communicating outcomes to all appropriate team members. Your communication skills will be crucial as you will need to effectively convey complex technical information via email, chat, ticketing systems, and attendance in bridge calls. Additionally, you will need to understand and educate end-users on complex user experiences and contribute to the knowledge base for end-users and support analysts. It will also be part of your role to make software improvement recommendations to enhance user experience and increase support analyst autonomy. Tracking, evaluating, and determining resolution approaches for credit products and underlying data issues will also be a key responsibility. Demonstrating a high sense of ownership of the issues in the product ticket queue is essential, as well as being responsive and providing timely updates, follow-ups, expeditions, and resolutions. You will also be required to articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary. Strategic thinking will be crucial when it comes to understanding client requirements, problem-solving, and utilizing project management skills. Qualifications: - Bachelor's degree in computer science or a 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, Service Now, 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 communic