SPS Problem Resolution Analyst

Fidelity Investments • Merrimack, NH

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About The Position

The Problem Resolution Analyst provides business support for client and participant issues. You will act as an escalation point and subject matter expert for time sensitive technology issues; as well as take ownership for initial triage, prioritization, and communication efforts for problems facing our clients and internal associates. You will be responsible for engaging teams and SMEs across the organization to assess impact, to support mitigation, to develop a communication plan, to facilitation issue resolution and to track items for trend analysis. The Problem Resolution Analyst represents the SPS business with broader technology teams when discussing impact and prioritization of incidents. The analyst will also manage some production validation testing with the technology and product teams.

Requirements

• Solid understanding of the SPS offering and technology platform
• Some project management skills
• Facilitation of production testing
• Ability to prioritize across all open issues
• Organizational navigation of technology and business teams
• Ability to write and distribute broad communications across the business
• Some technical skill with Excel and internal data management tools(MOX, MDM, XTRAC, SPARK)
• Demonstrate effective communication (written and verbal); able to explain complex concepts clearly using terms appropriate for the audience
• An active listener who is able to ask probing questions
• You have the ability to influence without authority
• You are reliable, can be consistently counted on to successfully handle unfamiliar, tense or crisis situations
• You relish challenges as opportunities to learn
• You are able to focus on value added services
• You can handle multiple activities or efforts simultaneously
• You are empowered to make tactical decisions for the team
• You make decisions with daily prioritization of work

Responsibilities

• Monitoring input of issues through incident ticket entry tools.
• Meet with technology team to prioritize business priorities and escalate certain issues.
• Performing some analysis of issues / errors surfaced through the ticket process. Analysis includes (but is not limited to) identifying impacted applications, systems/tools, clients/participant.
• Managing successful execution of agreed upon mitigation strategy for incidents.
• Acting as a SME on key system applications capabilities and limitations; provides education and direction with minimal supervision
• Performing trend analysis to inform product, technology or process improvement opportunities.
• Maintaining strong working relationships across SPS client facing teams, product and technology business partners, legal/risk/compliance and others as needed to coordinate complex escalations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed