Ref ID: 00215-0010989446
Classification: Financial Analyst - Entry Level
Compensation: $19.00 to $22.00 per hour
Job Description: The Production Support Analyst is dedicated to servicing the level 1 and level 2 production support needs, including operational and system support, of the eQuipt for New Accounts application. The eQuipt Production Support team will work together across Operations, Information Technology, and Third Party Vendors to identify application errors, use product administrative features to resolve application errors, and triage unresolvable application errors with Level 3 support members and integration vendors. The Production Support Analyst will be responsible for the overall support of the application and the integrations with Envestnet, Pershing, National Financial Services, and Advisor Group home office systems. Members of this team will be receiving training to become knowledgeable in the custodial systems NetX360 WealthScape Advisor, Salesforce, the Wealth Management Platform, and our document management system Docupace. Secondary responsibilities include the ongoing User Acceptance Testing (UAT) of new application features and the testing of downstream systems that integration with the eQuipt application. Responsibilities: ? Perform in-depth analysis and validations of transactional activities in the eQuipt application. ? Troubleshoot incidents and resolve application errors within established SLAs. ? Provide second level troubleshooting for issues identified and reported by level 1 support teams. ? Support peers and stakeholders as a Subject Matter Expert (SME) of eQuipt for New Accounts. ? Identify recurring errors and replicate errors in the staging environment and work with members of the product management and information technology teams to implement application updates. ? Identification of defects through user acceptance testing. ? Execute daily functions, specific to validation of: o Application errors o Integration errors o Error message review through application audit logs o Facilitate the completion of service requests in accordance with established service level agreements ? Interact with internal departments and third party vendors with a proactive approach. ? Develop an intensive knowledge of departmental tasks; supplementing functions as necessary to fulfill service expectations. ? Assume ownership of project-driven tasks that will enhance internal efficiencies. ? Follow up with the clients of Advisor Group to provide status of issues or receiving inbound calls from level 1 support or clients of Advisor Group to address and troubleshoot application issues. ? Understand end-to-end application process flow of eQuipt and the integrated systems within the Advisor Group technology ecosystem.