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Sr. System Services and Support Analyst in Merrimack, NH at Veritude

Date Posted: 7/10/2018

Job Snapshot

Job Description

We are looking for a Sr. Systems Services & Support Analyst at Fidelity Investments. This position is based in Merrimack, NH

Position Description

As a member of the Personal & Workplace Investing (PWIS) Production Operations team, this candidate will be responsible for providing support and direction of technology incidents for multiple desktop applications, peripheral devices and voice applications in our Call Center and Investor Center regional locations.  With limited direction, this candidate will participate in delivering solutions to the business technology challenges by providing day to day support, participating in projects activity and performing application configuration for desktop-based problems.  This individual must possess strong communication, project management and relationship management skills and lead root cause identification and isolation of issues by working closely with other support and development teams. 

Primary Responsibilities

  • Manage high severity and individual user application incidents with focus on root cause isolation and user communication
  • Leads and facilitates the technical direction on large stability and availability initiatives
  • Designs support processes for application and hardware implementations 
  • Has tactical responsibility for completion and implementation of multiple major initiatives
  • Performs incident analysis with focus on discovery of trends and impact prioritization
  • Manage and participate in new application/technology implementations for our business partners
  • Support multiple document scanning peripheral devices in our Investor Center regional sites
  • Maintain, build and enhance relationships with our business partners and our Enterprise technology team

Education and Experience

  • Bachelor’s degree preferred
  • 6+ years’ experience in application support, product management or related role
  • 3+ years’ experience in financial services company
  • Contact Center technical support experience
  • Desktop Virtualization experience

Skills and Knowledge

  • Windows application/OS and Web Client troubleshooting expertise
  • In-depth knowledge of advanced configurations, network connectivity and multiple technologies such as PC, network, peripheral devices and mobility
  • Ability to manage application implementations
  • Effective written and oral executive summaries of technical issues
  • Application/system profiling tools such as Fiddler, Appsight, Wireshark and Splunk   
  • Working knowledge of native and third party Windows diagnostic tools such as Event Viewer, Perfmon, MMC Snap-ins and Sysinternal Tools
  • C#, JavaScript desktop application troubleshooting expertise
  • Experience with Siebel CRM applications/infrastructure
  • A passion and intellectual curiosity around effective collaboration with team, business partners and vendors
  • Strong analytical skills with a proven track record of delivery on large technology projects