Technical Production Support Analyst
: Job Details :

Job ID Number

R5861

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As the Technical Production Support Analyst, you will be responsible for providing 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.

Due to the specific legal and contractual requirements associated with this position, only US Citizens will be considered for this role.

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 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.

• Perform end-to-end change request/change management processes, ensuring all changes are documented, approved, and implemented without impacting business continuity.

• Manage production release cycles including planning, scheduling, coordination, and stakeholder communication.

• Exhibit strong communication skills to work with internal and external teams, vendors, and stakeholders.

• Perform with a positive attitude and foster 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:

• Experience with Jack Henry core banking application products (e.g., Silverlake, XPerience, Synergy)

• Demonstrate an expert understanding of the transactional lifecycle within a core banking environment, with the ability to clearly explain each stage from initiation to completion

• Possess comprehensive knowledge of end-of-day processing protocols in a core banking setting and be able to convey the importance and methodology of these operations to ensure seamless execution

• Core Banking domain knowledge and experience

• Familiarity with web technologies (e.g., IIS, Apache Tomcat) and file transfer protocols (FTP, SFTP)

• Knowledge of other peripheral systems (JHA ArgoKeys, JHA Synergy, JHA Teller, 4Sight, ArgoOasis) will be an added advantage

• 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 Unix/Linux command line, SQL Server, and Windows Server environments

• Exposure to scripting languages (e.g., Windows batch, Unix shell, PowerShell)

• Experience with AS/400

• Knowledge of database technologies such as MS SQL/Oracle PL/SQL and ETL tools

• Experience with scheduling tools like Autosys and reporting tools like Crystal Reports or Cognos

• 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

• Experience in managing projects or familiarity with project management methodologies

• Proficiency in change management practices and processes

• Background in quality assurance or testing methodologies

• Strong skills in technical writing for creating comprehensive documentation

• Knowledge of ITIL practices for managing service desk issues

• Ability to manage customer relationships and handle difficult callers effectively

• Understanding of security protocols and practices, particularly in banking operations

• Willingness to learn and adapt to new technologies and systems

• Strong teamwork and interpersonal skills for effective collaboration with cross-functional teams

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard

The pay range for this position is $65,000 - $70,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.?

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to ...@cai.io or (888) ### ####.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.