Production support analyst

Come build the next-gen fintech at Zelle®, where we’re relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives.

And we’re only getting started.

With a new, state-of-the-art HQ opening this year in Scottsdale, AZ plus growing presences in San Francisco and Chicago we’re entering our next big chapter.

Make your mark on what’s next in fintech with Zelle®.

Overall Purpose

This position supports production applications, customer implementations to Early Warning products, and provides 2nd level application support to clients with a high level of professional standards.

Essential Functions

Support and perform application upgrades, patches and configuration setups, and modifications according to policy and documented audit controls

Manage client implementation testing and certification for new and existing clients in assigned application group

Maintain production applications and backup systems on a daily basis

Assist in updating and documenting system monitoring tools to ensure optimal system utilization and performance

Provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance

On-call responsibilities as part of a rotating schedule in a very high volume, 24x7 environment

Monitor the systems and their performance to rapidly identify and resolve issues

Thoroughly document all support events in a workflow ticketing system in a timely manner ensuring that subsequent review of any incident is effective for knowledge base utilization

Create and maintain documentation of operational processes to conform to audit requirements. This includes client-specific diagrams and all related client support documentation

Participate in annual Disaster Recovery functional drills, full scale tests and failovers

Review and assist in testing new product features and assist in documenting

Validate and report SLA measurements monthly

Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

Education and experience typically obtained through completion of a bachelor's degree in Information Systems or related field

Two years of Unix / Linux experience and underlying network / telco applications

Two years of experience in

Shell

Perl, PHP and similar scripting languages

Two years of experience with SQL queries and Oracle databases

Ability to research, trouble shoot, and quickly resolve highly technical system and application issues

Effective written and verbal communication with all levels of internal teams and / or external customers.

Ability to support assigned shift with flexibility to support other shift times, as needed.

Background and drug screen.

Strong attention to detail, accuracy, and policy compliance

Preferred Qualifications

Additional related education, technical certifications and / or experience preferred

Experience supporting real-time payment applications and an ability to relate business needs to system capability

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Shift Schedules

Shift 1A : TUE FRI 7 : 00AM 5 : 00PM

Shift 1B : FRI MON 7 : 00AM 5 : 00PM

Shift 2A : TUE FRI 4 : 00PM 2 : 00AM

Shift 2B : FRI MON 4 : 00PM 2 : 00AM

Shift 3A : TUE FRI 10 : 00PM 8 : 00AM

Shift 3B : FRI MON 10 : 00PM 8 : 00AM

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours.

Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and / or negligible amount of force frequently .

Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.

Requires the ability to communicate with internal and / or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Some of the Ways We Prioritize Your Health and Happiness

Healthcare Coverage Competitive medical, dental, and vision plans as well as pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

401(k) Retirement Plan Featuring a 100% Company Safe Harbor Match on your first 5% deferral immediately upon eligibility.

Parental Leave 12 weeks paid leave plus access to Maven Maternity

Paid Time Off Unlimited Time Off* starting on Day 1, plus 11 paid company holidays

Employee Assistance Progra m Resources and tools to help you and your family find a solution to whatever life throws at you .

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest.

Unlimited Time Off available to regular, full-time exempt roles only. Our team can share more during the interview process!

Early Warning Services is an Equal Opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, religious creed, ethnicity, ancestry, national origin, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, citizenship, ancestry, disability, veteran status, genetic information or any other characteristic protected by law.

Last updated : 2022-09-19