13 days old

Production Support Analyst / Systems Support Analyst 5

Charlotte, NC 28202
  • Job Code
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. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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 Fargos more than 70 million global customers.

The Robotic Process Automation (RPA) program is a relatively new program in expansion mode for 2019. We have a target to develop 300+ automations in the next couple of years as a part of the RPA CoE. Significant savings objective aligned to the E&E Lines & Levers program.

RPA Production support is key to the success of the RPA program.

The System/Application Support Analyst will provide support and maintenance of Blue Prism and UiPath platform. The support analyst will be part of Production Support team in a customer (internal) facing role, to drive support. The ideal candidate will need at least 6+ years of experience in Application support. The support analyst will ensure consistency and synchronization across infrastructure components. The ideal candidate will also work on performance optimization and maintenance by following operational procedures for maintaining technology as required.

At a high level, the Support analyst will provide technical systems support within a technology organization. Duties are varied and may include one or more of the following:

Provides support for complex technical issues and initiatives related to assigned automation, systems, databases and/or other technical products and services;
Uses diagnostic and other tools to maintain, troubleshoot and restore service or data to systems
Communicates verbally and in writing on complex large technical issues in a clear and concise format easily understandable by the intended recipient
Evaluates service level agreement criteria and identifies gaps in current technology process
Participates in migrations from development to production, upgrades, installations and/or configurations
Updates/writes documentation and procedures and assists with related training
Troubleshoots network, hardware and software issues using general guidelines, templates or direction from others.
Analyzes performance trends and recommends process improvements
Understands quality, security and compliance requirements for supported areas and reviews changes for risk to Production systems
An understanding of, and a willingness to adhere to, formal change control procedures and disciplines.
Strong desire for exploring, evaluating and understanding new technologies.
The ability to conceptualize automated solutions and understand the prescribed design architecture
An aptitude for problem solving, with the ability to take a logical route to the source of an error
Work with developers and application owners to implement the change & document it
Troubleshooting and providing solutions for production issues raise by either end user / automated monitors
Perform Disaster Recovery Tests.
Implement and fortify monitoring program through application monitoring tool.

Design solutions utilizing RPA best practices and maintain technical responsibility for project delivery
Drive the strategic and tactical roll-out of the solution to enterprise customers by creating and documenting test procedures and scenarios
Document configuration best practices, create and maintain solution documentation
Working within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs to the change control process.
Ability to understand the business process and create process flow diagrams
Self-starter, ability to proactively push for clarity where ambiguity resides, such as proactively working with the business analyst team on technical and data input requirements
Ability to understand the bigger picture from an overall integration architecture perspective
Good understanding of Process Design documents, technical design documents within the automation space

This role has to connect with different RPA stakeholders on matters of significance regarding their automations.

Required Qualifications

6+ years of systems support analysis experience5+ years of application production support experience5+ years of experience working with Relationship Database Management Systems (RDBMS) such as SQL Server, Oracle or MySQL3 + years of Windows or Linux scripting experience

Desired Qualifications

Experience supporting an enterprise-level environmentAbility to interact effectively at varying levels of the business and technical organizations; including managementStrong team or technical leadership experienceExcellent verbal, written, and interpersonal communication skills7+ years of application production support experience7+ years of 3rd party vendor application production support experience7+ years of offshore application production support process experienceOnshore application production support process experienceProduction support experience in a financial services companyKnowledge and understanding of technology production support: for medium to large applications

Other Desired Qualifications

Ideally, a candidate would possess prior experience supporting RPA Platform.
Must be a team player, be ready to accept work from colleagues etc. This is a pure production support role and tasks get picked from a queue; whoever is available will accept the work. Work load is shared equally amongst the team.
ITIL Certification, and / or good ITIL experience is highly desirable.

Job Expectations

Flexibility to address incidents as needed 24 hours a dayFlexibility to frequently be on call beyond normal working hoursFlexibility to work in a 24/7 environment, including weekends and holidays

Street Address

NC-Charlotte: 301 S College St - Charlotte, NC


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.



Posted: 2019-10-10 Expires: 2019-11-09

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Production Support Analyst / Systems Support Analyst 5

Wells Fargo
Charlotte, NC 28202

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