Overview
Skills
Job Details
Application Support Analyst IV
Duration: - 12 Months
Location: - San Francisco, CA / Onsite
Qualifications:
Sr Technical Analyst, CDP/ Onsite
Summary-Job Summary
Utilizes highly specific technical skills to identify and troubleshoot technical issues with multiple electronic access platforms including software and hardware issues in support of end users.
Provides analysis on software defects and recommends mitigation strategies or remedies to management. Lead the planning and implementation for Bank or System automation projects.
Typical Education Degree Bachelor s degree from a four-year college or technical school
Typical Work Experience Typically has 6+ years of experience.
* Extensive technical knowledge of computer hardware and software, operating systems, browsers, Internet navigation, data, Databricks, Starburst, Collibra, R/SparklyR, Python, Alteryx, SQL, etc.
* Ability to perform involved, independent research and develops highly creative work products and proposals.
* Knowledge of complex procedures and practices of a specific function, service, or related department, i.e., Supervision and Regulation.
* Demonstrates a high degree of creativity in addressing problems/issues and opportunities.
* Strong verbal and written communication skills with an ability to present/facilitate effective training sessions.
* Demonstrated concentration on customer service orientation.
* Ability to work effectively in a highly matrix or virtual organization.
* Strong experience in Agile delivery, requirements engineering, backlog development and refinement
* Strong experience in stakeholder engagement
* Experience working with distributed teams, and providers of software solutions.
* CBAP, Agile Analysis Certification or similar certifications preferred.
* Broad knowledge of application and data modelling techniques with the ability to identify root cause issues and appropriate solutions.
* 5+ (Senior level) / 9+ (Advanced level) years of relevant experience
* Strong experience working in Agile environment/SAFe framework and agile management tools like Jira
* Excellent analytical and design skills.
* Ability to facilitate and help resolve of complex conflicts.
* Ability to articulate technical concepts to all audiences; technical writing expertise.
* Ability to be flexible and pivot to competing priorities at any given time.
Responsibilities:
*Must be willing to be on call periodically from 8am-2pm ET or 2pm-8pm ET Monday through Friday.
* Perform technical troubleshooting on highly complex integrated systems, including diagnostic approaches, determining root causes, and identifying solutions on a data lake house hosted in a cloud environment utilizing technologies such as R/ SparklyR, Databricks, Starburst, Collibra, Tableau, Python, and/or Alteryx.
* Provide primary technical support to end user community for problems related to software, data issues, data communication, and processing errors.
* Oversee application, production, and/or implementation support, both technical and user, for new releases.
* Consult on application testing strategies, document observations, and coordinate responses.
* Maintain project and application information including schedule, system scope, requirements, and other pertinent documentation. Make recommendations to management regarding process improvements. Coordinate the information flow between business owners and development staff. Coordinate tasks, functional reviews and application development sessions between the development site and technical work groups ensuring steps are executed timely.
* Documents end-user interactions into the automated call logging tools for tracking and productivity purposes.
* Validate proposed technical approaches to system or application problem logs and make recommendation for mediation to management.
* Collaborate with training team to develop and conduct end-user training sessions as well as training and user guides. Coach, mentor and assist the development of other technical support staff.
* May act as a team leader and coordinate assignments of other technical support staff, as well as, have accountability for the success of department functions.
* Leads administrative ad hoc assignments and assists with contingency testing as directed.
* Work with internal customers and encourage open dialogue and contributions to understand requirements, assumptions, current reality, and constraints.
* Develop, implement and mature support processes, procedures, and best practices to ensure efficient and effective support operations.
* Monitor the stability, availability and performance of CDP platform, analytics and reporting systems and related application infrastructure.
* Identify opportunities for process improvements and automation to enhance the efficiency and effectiveness of production support operations.
* Collaborate with the platform engineering, analytics, infrastructure team, and product to implement improvements and ensure alignment with overall business objectives.
* Generate reports on support activities, system performance, and incident trends for CDP stakeholders.
* Develop and maintain documentation of training content, user documentation, support processes, procedures, and incident resolutions
* Foster relationships with key stakeholders and user groups, deepen knowledge of evolving support needs
* Collect and report on CDP platform and support services metrics
* Perform other duties as assigned.