Production Client Enablement is looking for a Support Analyst to join our BAU/RTE (business as usual/run the engine) team to help implement our mission to provide an exceptional go-live experience. The highly motivated candidate will be responsible for facilitating the client go-live process by participating in project meetings, collaborating with key partners, and aligning necessary resources. This position combines skill sets from several different jobs, including client consulting, project management, application support and incident management. Important skills such as strong collaboration, facilitation, project management, and communication are critical for this role.
Primary responsibilities include:
- Facilitate the client go-live experience by participating in pre-implementation activities to identify as early as possible any potential issues in the proposed merchant configuration/setup
- Calculate a production readiness score by performing validation and verification processes on merchant configurations/setups prior to the start of production go-live implementation
- Provide customer support during the initial go-live effort(s) by facilitating event(s), aligning proper resources, providing monitoring and validation, and escalating as needed
- Perform subsequent post-implementation monitoring and support to proactively identify and mitigate any incidents that may occur
- Perform a formal hand-off to technical operations after the completion of post-validation efforts and prepare a go-live scorecard to facilitate continuous improvement.
Typical Duties and Responsibilities
- Deliver advice, guidance, and recommendations on production system configurations and implementation best practice
- Document problem resolutions, issues, and other solutions and make them available for future reference
- Provide project updates on a consistent basis to team members about any issues, adjustments, and progress
- Collaboration with the other key partners to establish clear implementation details, enabling the go-live process to be completed expeditiously
- Develop routines, automation, and best practices to ensure implementation quality
- Other duties as assigned
Skills and Competencies
- Detail-oriented, organized and ability to multi-task while following policies, procedures, and regulatory banking requirements
- Strong investigative and diagnostic skills required for risk analysis and problem solving
- Ability to work under pressure, juggle multiple projects simultaneously, and meet tight deadlines
- Ability to communicate effectively with clients, internal partners, and team members through verbal and written (primarily e-mail) channels
- Demonstrate leadership abilities in a cross-functional team environment
- Address client issues promptly and effectively and escalate to management when appropriate
- Excellent customer service, time management, and project management skills
- Splunk, Jira, Prognosis or similar alerting/monitoring tools, and SQL experience is preferred but not required
- Excellent knowledge of Microsoft Office products
- Experience with merchant services payments processing
Education and Background
- Associates/Bachelors in Business, Finance, related field or equivalent work experience
