Technical Production Support Analyst - W2 - Remote

Position: Technical Production Support Analyst

Location: Remote

Duration: 6 months

Project description: Provide comprehensive support, troubleshooting, and documentation for enterprise applications and banking platforms.

Job Description

We are seeking a dedicated Technical Production Support Analyst to join our dynamic team for a full-time, long-term contract opportunity that is fully remote. This role is pivotal in maintaining the smooth operation of our critical business applications and financial systems.

What You ll Do

• Field incoming requests from end users to resolve process, application, and software issues within servers, databases, and other mission-critical systems
• Communicate and escalate application-related problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• Provide secondary/back-up production support for existing financial systems and applications
• Perform unit and regression testing to ensure systems are functioning as intended
• Perform routine maintenance and updates on applications and servers to ensure optimal performance
• Support the implementation and ongoing maintenance of banking platforms and other financial applications
• Work closely with project managers and subject matter experts to develop technical solutions that align with business strategy and goals
• Write technical procedures and documentation for applications, including operations and user guides
• Document system/design specifications and maintain logs to keep track of development issues and priorities
• Ensure quality standards are maintained, including proper version control and up-to-date program documentation
• Use knowledge and judgment to diagnose issues reported to the Service Desk and resolve them efficiently
• Isolate problem trends and ensure troubleshooting efforts are completed for recurring problems
• Identify and analyze detailed processes, pinpoint gaps, and develop solutions to enhance functionality
• Exhibit strong communication skills to work with internal and external teams, vendors, and stakeholders
• Provide leadership by projecting a positive attitude and fostering a culture of learning and improvement
• Ability to assess customer/employee IT knowledge levels and deal with difficult callers effectively

What You ll Need Required:

• Bachelor's or Associate's Degree in Information Technology or related field, or equivalent experience
• 3-5 years of experience in application or production support
• Experience with Jack Henry application products (e.g., Silverlake, XPerience, Synergy)
• AS/400 experience
• Experience with Unix/Linux command line, SQL Server, and Windows Server environments
• Exposure to scripting languages (e.g., Windows batch, Unix shell, PowerShell)
• Familiarity with web technologies (e.g., IIS, Apache Tomcat) and file transfer protocols (FTP, SFTP)
• Knowledge of database technologies such as Oracle PL/SQL and ETL tools
• Experience with scheduling tools like Autosys and reporting tools like Crystal Reports or Cognos
• Familiarity with Active Directory accounts and SQL account management
• Excellent analytical and problem-solving skills
• Ability to prioritize work and manage multiple tasks efficiently
• Strong communication skills to collaborate with diverse teams and stakeholders