Technology Support Analyst

Technology Support Analyst

Victory Capital |San Antonio, TX

About Victory Capital:

Victory Capital is a diversified global asset management firm. We operate a next-generation business model combining boutique investment qualities with the benefits of a fully integrated, centralized operating and distribution platform.

Victory Capital provides specialized investment strategies to institutions, intermediaries, retirement platforms and individual investors. With 12 autonomous Investment Franchises and a Solutions Platform, Victory Capital offers a wide array of investment products, including mutual funds, ETFs, separately managed accounts, alternative investments, third-party ETF model strategies, collective investment trusts, private funds, and a 529 Education Savings Plan.

General Summary and Purpose:

You will be a key member of the Technology Support Team and will participate in the ongoing maturation and transformation of our Enterprise Digital Platform. As a Technology Support Analyst, you will be responsible for the support and innovative improvement of Victory's Digital platforms. You will focus on support, maintenance, knowledge management, change management, quality and reliability. In addition, work collaboratively within Agile framework with product manager, scrum masters, SaaS vendors, tech support staff and business area leads bringing Strategic innovation, Product leadership, and Operational Excellence.

You will report to the Director, Technology Operational Excellence.

You Will:
• Contribute to the Digital platform support requirements and continuous improvement, Platform integration, App releases, communication and change management process.
• Support a world-class digital investment platform(s) working alongside implementation teams.
• Research, resolve, and respond to inquiries received in a timely manner, following organizational standards.
• Lead troubleshooting issues including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
• Gather and document root cause of issue accurately, thoroughly, and timely. Track known issues and progress.
• Review and analyze historical data and plan improvements and aid future issue prevention. Recommend solutions to address frequent support issues and process improvements to increase efficiency and effectiveness of applications.
• Perform other duties as assigned.

You Have:
• High School degree or GED equivalent
• 2 years of contact center experience
• Strong analytical and problem-solving skills
• Good communication - written and oral and storytelling skills
• Demonstrated interest and curiosity in technology
• Experience with multi-tasking, influencing, and collaboration
• Financial Services domain knowledge
• Proficient with or able to quickly learn the software and applications used in the organization and the industry
• Willing to work after-hours and nights and weekends minimally in support of product releases or Major Incident Response

Our Benefits:

Victory Capital Management offers excellent Medical, Dental, Vision plans, Flexible PTO, Family Medical and Disability Leaves, Education Tuition Reimbursement, and a 401k plan with a generous employer match.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.