The role of a Production Support Analyst is to provide the first, second and third level application support for multi-tier applications within the EQ by Equiniti environment. Production Support Analysts are responsible for resolving support incidents and requests as well as meeting customer satisfaction levels and continuous service delivery demands. Systems Support Analysts work in a dynamic, fast-paced environment responding to incidents with varying impact to the business including critical break/fix incidents. Essential Functions/Responsibilities Take ownership of incidents by carrying out problem analysis, implementing temporary or permanent resolutions with the goal of providing the highest level of service to the customer as quickly as possible. Escalation of incidents to other teams when necessary.Ensure availability of all applications within the environment.Understands complex technology environments and how components function and interact with each other.Create and Execute complex SQL Scripts.Diagnose and resolve incidents involving application data, file loads, and extracts.Maintain a minimum 90% achieved SLA from completed incident and service requests.Communicate effectively with technical and non-technical employees and customers at all levels of the organization.Participates in the creation, updating, and testing of the Business Continuity Plan.Analyzes customer needs and provides solutions to meet those needs.Understands security and compliance requirements for the supported area and analyses additions and changes for risk to the environment.Accurately record, update, document and complete service requests and incidents utilizing the IT Service Desk System.Be available as a part of an On-Call rotation. Education Requirements Minimum 4 yr technical degree in Information Technology or equivalent experience. Experience Requirements 3-5 Years in a similar Role Skills and Abilities Demonstrated strong experience with SQL Server.Demonstrated strong experience with ETL Process (SSIS, SSRS)Demonstrated experience with Microsoft .NET, c#, ASP.NET, MVC, WCF, Web APIDemonstrated strong experience troubleshooting complex technical issues in an enterprise environment.Demonstrated excellent organizational skills.Demonstrated attention to detail.Demonstrated results driven.Demonstrated problem-solving and decision-making ability.Demonstrated proficient use of Microsoft Office (Word, Excel, PowerPoint, Visio, and Outlook).Must be able to effectively read, write and speak English.Demonstrated strong communications skills (verbally and written).Ability and willingness to work extended hours as needed.Demonstrated ability to work independently and as part of a team.May require the need to travel to other locations Certifications, Licenses and/or Registrations Completing this section is optional MCP on any skills mentioned above is a plus. Who is Equiniti?EQ is a leading provider of stock transfer services, shareowner management and investment plans, counting many of the best known brands in the US as clients. We have operated in Minnesota since 1929, with approximately 500 team members serving five million shareowners on behalf of 1,200 corporate clients and are the highest rated transfer agent based on overall client satisfaction, data security and servicing. We take care of everything from managing share registers, payments and investment plans, to delivering cutting edge augmented reality apps that create new levels of employee engagement. EQ, formerly known as Wells Fargo Shareowner Services, was recently acquired by Equiniti Group plc, a UK-based transfer agent and share plans business listed on the London Stock Exchange [EQN.L]. Equiniti delivers solutions, administration support and digital services to many of the largest organizations in the UK. Together, EQ and Equiniti have a global organization, serving 23 million shareholders covering 15% of the NYSE and 50% of the FTSE 100.All offers for employment with are contingent upon the candidate having successfully completed a criminal background check. EQ by Equiniti 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.
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