Production Support Analyst

Raymond James•Saint Petersburg, FL

52d•$70,000 - $87,000•Hybrid

About The Position

Translate functional specifications into more details to guide development. Examine and evaluate current systems, and identify its requirements. Liaise with users to track additional requirements and features. Document interfaces between new and legacy systems. Collaborate with developers to produce new systems. Validate changes by testing programs. This position follows our hybrid workstyle policy: Expected to be in a Raymond James office location a minimum of 10-12 days a month. Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

Requirements

System Monitoring & Alerting: Proficiency in configuring and managing enterprise monitoring tools (e.g., Splunk, Datadog, Dynatrace) to detect anomalies and ensure system reliability.
Technical Documentation: Skilled in drafting and maintaining clear, structured knowledge base articles and operational procedures.
Data Analysis & Reporting: Ability to analyze KPIs, SLA metrics, and incident trends to produce actionable insights and support operational decision-making.
Incident Management: Understanding of incident lifecycle processes, including triage, escalation, resolution, and documentation using ITSM platforms like ServiceNow
Dashboard Development: Experience creating and enhancing real-time dashboards for infrastructure and application performance monitoring.
Cross-Functional Collaboration: Proven ability to work effectively with infrastructure, application, and support teams to streamline workflows and improve system integration.
Communication Skills: Excellent verbal and written communication skills to convey technical concepts to diverse audiences and document operational insights.
Bachelor’s: Computer and Information Science, High School (HS) (Required)
General Experience - 13 months to 3 years

Responsibilities

Draft and maintain comprehensive knowledge base documentation to support efficient resolution of system-generated incidents and promote operational consistency.
Design and implement monitoring solutions to establish performance baselines and proactively alert on anomalies across critical applications and infrastructure.
Perform systematic evaluations of alerts routed to the Command Center, identify opportunities for workflow optimization and cross-functional rerouting.
Analyze key performance indicator (KPI) reports to detect patterns in system-generated incidents and assess service level agreement (SLA) compliance.
Create effective reports to deliver actionable insights on system health, incident trends, operational performance to stakeholders, supporting data-driven improvements.
Collaborate with cross-functional teams to ensure seamless integration of monitoring tools and incident management workflows across enterprise systems.
Support and enhance system dashboards to provide real-time visibility into infrastructure health, application performance, and operational metrics.
Serve as a subject matter expert (SME) for Command Center operations, providing guidance on best practices, tool utilization, and incident queue triage protocols.
Develop an understanding of external financial industry developments and emerging issues related to the role.
Advance personal and professional capabilities through structured development plans, ongoing training, mentorship, and alignment with industry best practices.