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Systems Support Analyst 4

Wells Fargo

Flagstaff, AZ 86004
Job Code:
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Job Details

Job Description

The Enterprise Services & Tools team is seeking BMC Remedy Operations Support Analysts within the SACM Technology CIO organization. This team supports the enterprise Remedy Platform for the PAC2000 and Enterprise Asset Mgmt application.

The Operations Support Analyst will provide technical support for the Remedy PAC2000 Platform by:

  • Actively monitoring the environments
  • Resolving security incidents, service requests and break/fix incidents
  • Conducting Service / SLA Reporting
  • Managing Change events, including enhancements, upgrades and patching
  • Lead the resolution of complex issues or escalates as needed to meet established service level agreements
  • Use diagnostic tools to troubleshoot complex computer application problems or restore service
  • Administering service access
  • Maintaining service documentation
  • Complete required logs and reports.

Responsible for the continual update and maintenance of vendor applications and systems, including routine updates, vulnerability remediation, capacity assessments and technology refreshes. Position responsible for Level 1 & 2 production support including resolution of complex technical issues, providing expertise with vendor applications, infrastructure and configurations.

Position analyzes user and system requirements, conferring with Enterprise Architecture, Technical Partners and LOB Stakeholders to produce infrastructure diagrams of n-tier systems to include hardware and storage requirements.

Works with provisioning partners and vendors to establish Enterprise compliant applications. Oversees and performs system upgrades, including installation, configuration, testing and validation of systems while following SDLC policies.

Required Qualifications

  • 5+ years of systems support analysis experience

Desired Qualifications

  • Knowledge and understanding of system deployment processes to multiple environment regions
  • Managing deployment and ongoing management and resolution of technical issues
  • Ability to dissect technical problems, analyze data, and recommend potential solutions
  • Ability to assess issues, make quick decisions, implement solutions, and influence change
  • Strong organizational, multi-tasking, and prioritizing skills
  • Customer relationship management experience

Other Desired Qualifications
  • Experience with batch processing environment
  • Experience providing production support in a 24/7 mission-critical operating environment
  • Experience with Extract/Transform/Load (ETL) processing environment
  • Written skills for documented and maintaining Operational Procedures
  • 1+ years of Atrium Integrator (AI)/AIE experience
  • 1+ years of experience with the BMC Remedy ITSM Modules (Incident Mgmt, Problem Mgmt, Change Management and Service Desk)
  • A detailed, logical thinker, problem solver & team player
  • Experience working with onsite/offshore teams

Job Expectations

  • Ability to work additional hours as needed


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.

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