Lead Technical Operations Analyst

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance.

Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT. The Lead Technical Operations Analyst will provide production support for, and automation of, financial services production processes.

This role will coordinate and oversee production processes for EASY applications to help ensure compliance with regulatory and client Service Level Agreements, respond to and mitigate production-critical program failures, perform root-cause analysis, identify automation opportunities, provide customer service, model best practices for less senior team members, and advise the manager on team and initiative status.

What you will do:

Create, schedule, and monitor back-end applications for transactional processing using the CA Workload Automation tool, AutoSys.

Monitor and maintain the EASY Workload Automation Tool to ensure timely processing of financial transactions.

Monitor production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams in the organization.

Respond to service ticket requests from business users, system developers, and clients to perform requested tasks within the scope of team responsibilities.

Use a service ticketing system to respond to requests for assistance regarding transaction processing.

Access the EASY system code base and databases to investigate program failures.

Communicate with development teams to report production issues and risks that require development effort to repair or mitigate.

Advise on and work on or lead strategic initiatives to mitigate or alleviate back-end application issues, including opportunities for process automation.

Present automation opportunities to developers on the team.

Operate independently with significant latitude for unreviewed actions or decisions.

Direct team priorities where necessary in critical situations.

Resolve most questions and problems independently.

Reach out to internal customers when required to solve system issues.

Lend knowledge and expertise to troubleshoot complex issues in cooperation with colleagues.

Assist less senior team members with decision-making when required and may override their decisions when necessary for the benefit of the organization.

Work closely with counterparts in Bangalore and offshore resources to ensure coverage and fluid communication of issues, processes, and status.

Provide excellent internal and external customer service.

May be consulted to offer recommendations on performance appraisals, work schedules, and hiring decisions.

Complete other duties as assigned.

Work occasional overtime and weekends, particularly where communication with offshore resources is concerned.

What you will bring

9 years of experience providing production support for a back-end, transactional processing system.

6 years of experience configuring and monitoring program execution in a workload automation tool.

6 years of experience providing technical support for an enterprise software system in a customer-facing role.

4-6 years of experience business analysis.

Ability to analyze trends in system issues and recommend solutions or mitigations.

Ability to communicate in a friendly and professional manner with customers and colleagues.

Ability to remain calm in stressful situations.

Ability to quickly and efficiently troubleshoot system-critical program failures.

Ability to write user-friendly explanations of technical functionality.

Knowledge and understanding of technical troubleshooting methods.

Knowledge and understanding of workload automation systems.

Knowledge and understanding of UNIX operating systems, including familiarity with shell scripting, C/Korn, and Perl.

Knowledge and understanding of back-end system processing, including databases and programs.

Knowledge and understanding of SQL and PL/SQL.

Customer focus, including listening, patience, empathy, authenticity, proactivity, and perseverance with external and internal customers.

Ability to deliver optimal solutions in a timely manner while balancing customer needs with the best interests of the organization.

Ability to maintain a positive approach despite challenges, constraints, or customer emotions.

Ability to build collaborative and cooperative relationships and effectively manage conflict.

Ability to build trust with coworkers, managers, partners, and customers through inclusiveness and appreciation for diverse backgrounds, cultures, thoughts, and experiences.

Ability to operate with integrity and communicate respectfully in language, writing, and actions.

Ability to support the success of others, provide encouragement, and celebrate wins.

Ability to address conflict openly and respectfully through proper channels.

Ability to adapt to changing events and priorities.

Ability to remain positive in the face of ambiguity, change, or lack of resources.

Ability to take on different responsibilities, learn new technology, and follow new processes.

Ability to focus energy and actions on determining possibilities.

Ability to use office equipment, including a PC, phone, and copier.

Ability to sit for long periods of time and occasionally stand, stoop, reach, pull, and push.

Ability to work core hours of 9:00 a.m. to 3:00 p.m. MT.

Ability to support team coverage from 6:30 a.m. to 6:00 p.m. MT, including working different hours than a preferred shift when coverage is required.

Ability to work in a role with direct impact on transactions where financial risk is involved regarding customer accounts and gains or losses from market fluctuations.

This job operates in a professional office environment. This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time.

You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required to perform other duties that are not included on this job description.

The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract. What we offer you We offer an array of diverse and inclusive benefits regardless of where you are in your career.

We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.