PeopleSoft Tech Support Analyst

Company: Banking•Nashville, TN

3d•Onsite

About The Position

This role is within the Hosting Services WM USA team in Nashville, TN, aligned to Banking WM USA business. The team's approach is based on the trusted relationship of Financial Advisors and their clients. The experienced Advisors are committed to understanding clients' needs and delivering insightful, informed advice to help them realize their dreams. The IT function is responsible for building and maintaining applications and systems infrastructure to support the goal of being the best global financial services firm. IT supports Banking across a wide range of systems and functions, with services ranging from business consultancy and technical architecture to analysis, solution development, and project management.

Requirements

Demonstrable experience in IT delivery and support (5+ years).
Experience in the Finance or Banking Industry.
A proven track record of collaborating in matrix environments.
In-depth knowledge of incident and problem management practices.
Knowledge on SRE framework.
Solid technical (PeopleSoft, UNIX, JAVA, databases, tools, automation) and presentation skills.
Highly refined and professional in verbal and written communications.
Experience of managing a relationship with vendors and other stakeholders.
Operating in a global team environment.
Bachelor's degree in a business-related area.
ITIL qualified.
Proficient in using Service Now.
Experience with monitoring tools like AppDynamics and Splunk.
Evidence of being able to work in a dynamic and stressful environment.
Experience in cloud computing, containers, and Kubernetes.
Experience in data analytics and data science tools like Cloudera, Informatica, Azure Data Bricks, Azure Data Factory etc.
Experience in managing microservices and middleware platforms.
Experience with DBMS and NoSQL databases like Oracle, Cassandra, Postgres etc.
Experience with cloud and container monitoring tools.
Experience with ETL platforms.
Experience with API management and API gateways like Apigee.
Strong analytical, problem-solving and synthesizing skills (i.e. you know how to figure problems out).
Fundamental IT skills across Windows, UNIX, Cloud, SQL, and ITIL.
Natural ability to solve complex issues (covering both technical and business areas).
Strong communicator, comfortable interacting with colleagues at all levels.
Honest, reliable, self-motivated with a high level of integrity.
Highly committed, resilient and outcome focused.
A results-oriented worker, with the ability to set priorities.
Able to support multiple and complex projects at any given time.
Flexible, adaptable and pragmatic with an ability to stay focused on objectives and a can-do-attitude.
Keen to learn new technologies and build a solid understanding of the business context of the applications.
Customer orientated and focused on service quality with strong interpersonal skills.
Comfortable at interacting with colleagues at all levels.

Responsibilities

Ensure production stability and availability for key operational business processes.
Handle incident escalation and management.
Perform Problem Management on production issues.
Perform Incident trend analysis.
Prioritize remediation activities with delivery teams.
Conduct deep-dive post-mortems.
Drive process improvement initiatives alongside global production support projects.
Act as coach for junior members of the team.
Create and maintain written procedures and make available for audit or management review.
Communicate complex technical issues, properly set expectations and adequately follow-up with all stakeholders.
Track work progress and report any key issues to senior management and stakeholders.
Implement continuous improvement and problem management programs as well as good grounding in IT technical architecture and infrastructure.
Support both packaged and custom solutions.