Systems Support Analyst 4

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargo Technology sets IT strategy; enhances the design, development, and operations of our systems; optimizes the Wells Fargo infrastructure footprint; provides information security; and enables continuous banking access through in-store, online, ATM, and other channels to Wells Fargo’s more than 70 million global customers.

The Technology, Operational, Planning, & Support (TOPS) team within Platform Management is searching for an experienced Systems Support Analyst who will provide incident & problem management for Brokerage applications. This role will:

• Provide tier 2 application and production support for Brokerage applications, including SmartStation and Wisdom (front and back office platforms)
• Monitor and respond to alerting via App Dynamic and Splunk application dashboards
• Act as a support lead/SME and serve as an escalation point for analysts on the team
• Engage and facilitate the resolution of production incidents in conjunction with our enterprise availability management partners and help streamline business outage communications with the TC Service Management team
• Conduct quality assurance testing after application and infrastructure changes to identify potential incidents while driving high availability in production
• Meet or exceed corresponding recovery SLA’s that are aligned to enterprise PAC2000 remedy severity guidelines for incident management problem tickets
• Partner with application development teams to evaluate application incidents, provide resolution, and communicate end result to the customer
• Partner with Technology Connection (Help Desk) to create support documentation and maintain existing documentation within the Open Text knowledge-base
• Participate in weekly on-call rotation for 24 x 7 support after-hours
• Provide training and mentorship for less experienced team members

• 5+ years of systems support analysis experience

• Extensive technology skills including knowledge and understanding of brokerage applications/systems
• 3+ years of 3rd party vendor application production support experience
• Knowledge and understanding of technology production support: fast paced dynamic customer facing application which requires high availability
• Knowledge and understanding of system application troubleshooting, and quality assurance application testing
• Knowledge and understanding of desktop, PCs, laptops and telecommunications technology
• Experience with Windows 10 operating system
• Experience with a customer service mindset and a focus on continuous improvement
• Splunk experience
• 3+ years of application production support experience
• 1 + years of .Net and Java application development experience or a combination of both

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.