Associate Analyst, Application Support
Job Posting for Associate Analyst, Application Support at Raymond James Financial
JOB SUMMARY:
Raymond James Financials IT End User Support group is currently hiring for an Application Support Specialist.
With the goal of providing superior service, the support specialist delivers second-level technical support. Use advanced business and technical knowledge to help respond to, and solve technical problems. Develop strategies to prevent future problems with supported applications. Requires a high-level understanding of systems, industry, and end-user requirements. Resolves escalated incidents requiring analysis and evaluation by consulting with end-user and/or completing more complicated tasks.
- Troubleshoots, researches, and analyzes application-related issues and questions.
- Monitors the call tracking system for new incidents, requests, and tasks in addition to troubleshooting and resolving client issues per service level agreements.
- Provides detailed documentation of activity in the call tracking system.
- Communicates technical information to a non-technical audience.
- Stays abreast of, and complies with, company and department policies and procedures as related to technology.
- Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
- May perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis.
- Documents product problems and their resolutions in a knowledge database for future reference.
- May participate in testing new product releases and\or enhancements.
- May participate in projects requiring cross-functional coordination.
- May be responsible for responding to tickets on an on-call basis
EXPERIENCE AND SKILLS:
- Minimum of a H.S. diploma and three (3) years of relevant experience in a technical helpdesk or other technical support environment required or a combination or education, training and experience.
- Associates or Bachelor’s degree in MIS, Computer Science or related degree preferred.
- May work a non-standard shift including nights and/or weekends.
- Experience working with IT teams to resolve process/technical issues following through until resolved.
- Business applications.
- Financial services applications a plus.
- Ability to troubleshoot, research, and analyze application-related issues and questions.
- SQL knowledge is a plus but not required
- None
- Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
- Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.
- Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently.
- Applied Learning: Assimilating and applying new job-related information in a timely manner.
- Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
- Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
- Grow professionally and inspire others to do the same
- Work with and through others to achieve desired outcomes
- Make prompt, pragmatic choices and act with the client in mind
- Take ownership and hold themselves and others accountable for delivering results that matter
- Contribute to the continuous evolution of the firm
At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our part of our people-first culture. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
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