Production Support Analyst ACH Payments

Job Title: Production Support Analyst ACH Payments

Location: Charlotte, NC

Job Type: Contract

Key Responsibilities Production & Application Support

• Monitor ACH processing cycles, batch jobs, and settlement windows.
• Ensure timely processing of inbound/outbound ACH files.
• Identify, troubleshoot, and resolve production incidents within SLA timelines.
• Perform root cause analysis and implement preventive measures.
• Provide night shift operational support and on-call coverage.
• ACH Payments Processing Support
• Support ACH file processing including credits, debits, reversals, returns, and NOCs.
• Investigate ACH return codes, rejects, and exception items.
• Monitor settlement, posting, and reconciliation processes.
• Validate NACHA file formatting and transmission issues.
• Ensure compliance with ACH processing cut-off times and settlement schedules.

Exception Handling & Reconciliation

• Analyze failed transactions and reconciliation breaks.
• Investigate duplicate transactions and settlement discrepancies.
• Support resolution of ACH disputes and return processing timelines.

Client & Stakeholder Communication

• Communicate incident status and resolution updates to clients and internal teams.
• Participate in incident bridges and prepare post-incident reports.
• Provide operational guidance on ACH processing issues. Technical Troubleshooting
• Execute SQL queries for transaction validation and data analysis.
• Monitor and troubleshoot Unix/Linux batch jobs and file transmissions.
• Analyze application logs, ACH processing logs, and system alerts.

Testing & Release Support

• Support production deployments and ACH cycle validations.
• Perform post-release verification and smoke testing.
• Coordinate with development and QA teams to resolve defects.

Ticketing & Process Management

• Manage incidents and service requests using Jira or similar tools.
• Maintain operational runbooks and support documentation.

Required Skills & Qualifications

• 7+ years of production support experience in banking or payment systems.
• Strong hands-on experience supporting ACH payment processing.
• Solid understanding of: o ACH lifecycle and settlement windows o NACHA file structure & validation o ACH returns, NOCs, reversals, and exception processing o ACH cut-off times and processing schedules
• Experience troubleshooting ACH return codes and reconciliation issues.
• Hands-on experience with below is more preferrable: o Unix/Linux commands & job monitoring o SQL querying & data analysis o Log analysis & issue troubleshooting o Incident & problem management
• Experience handling client communications and incident coordination.
• Familiarity with Jira or other ticketing tools. Preferred Qualifications
• Knowledge of banking operations and settlement processes.
• Experience supporting high-volume ACH environments.
• Understanding of regulatory and compliance requirements.
• ITIL process awareness. Key Competencies Strong analytical and troubleshooting skills Ability to handle time-critical payment processing windows Excellent communication and client-facing skills Detail-oriented with strong operational discipline Ability to work effectively in night shift environments