Technical Operations Support Analyst II

Come build the next-gen fintech at Early Warning, network operator of 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 new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL - plus a growing presence in San Francisco - we're entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

People matter to us, so we think our best work is done when we're together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual ("remote") workplace models.

Join us and make your mark on what's next in fintech.

*Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.

Shift may vary.

Overall Purpose

This position provides production application, system, and network support, oversees file processing, and ensures processing jobs are completed as scheduled.

This position also monitors system, and network environmental performance and provides initial triage, troubleshooting and user support (via phone, email, or internal ticketing system).

The Production Assurance and Resiliency - Operations Team supports a 24/7 operation.

Essential Functions

Customer Support:

• Provide support to internal and external customers, researching and resolving issues according to documented procedures and escalating to appropriate on-call staff as needed.
• Assists in development of self-service tools, by providing accurate categorization, prioritization of all customers contacts via our Customer Relationship Management tool (CRM).

Monitoring and Process Control:

• Monitor all production applications, and internal systems: to ensure the delivery of all input, and output files is successfully.
• Troubleshoot unsuccessful or missing file deliveries according to approved processes.
• Monitor all systems, network, and applications components for operational stability.
• Responsible for identifying and tracking gaps in operational analytics protocols to assist in the creation of automated, and practical solutions.

Incident Management:

• Identify and report system, application and network issues ensuring all events are entered into the ticket tracking application.
• Perform triage and troubleshooting, and appropriately escalate incidents that cannot be resolved.
• Track and monitor escalated issues to ensure proper and timely resolution.
• Providing clear and concise communication, documentation, and severity trending.
• Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data

Knowledge Management:

• Create and maintain documentation of operational processes to conform to audit requirements.
• 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

Minimum Qualifications

• High school diploma.
• Minimum of 2 years relevant work experience
• Must be able to work different schedules, including nights and weekends.
• Knowledge of Windows, Linux, IBM Mainframe operating systems.
• Experience with Microsoft Office applications.
• Ability to research and resolve basic and intermediate technical issues.
• Effective written and verbal communication skills. Excellent customer service and ability to communicate clearly and professionally under pressure in a fast-paced environment.
• Attention to detail, accuracy, policy compliance, and ability to follow documented processes and procedures.
• Ability to multi-task, prioritize and manage time effectively.
• Team-oriented and collaborative.
• Background and drug screen

Preferred Qualifications

• Education and experience typically obtained through completion of a bachelor's degree in Information Systems or related field
• Experience supporting batch and real-time payment applications and an ability to relate business needs to system capability
• Prior experience working in computer operations, application support or customer support role.

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

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.

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 (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or 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 6% deferral immediately upon eligibility.

• Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.