First Citizens Bank · 21 hours ago

Technical Management Analyst - Remote (NC/NJ)

New Jersey, United States

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Collaboration – Participates in the Incident, Problem and Change management processes to ensure minimal disruptions, awareness of the team for planned changes and trending issues are addressed. Follows up on escalated calls for service level compliance and work with resolver groups on complex issues that might need a higher level of clarity. Serves as a trusted technical resource of the Global Service desk team.

Communication – Ability to show clear problem solving through analysis of data from our ticketing tool (ServiceNow) and be able to translate this to actionable items for the Global Service Desk. Serves as the single point of contact for business unit representatives and project teams. Facilitates communication between parties involved in problem resolution.

Business Support – Provides and works on innovation and new ideas that may benefit the Global Service Desk through expertise or experience in the financial services domain. May participate in special projects or other assignments to enable optimization and meet the business goals of the bank. Serves as a point of contact for all the applications used by the vendor that would include but would not be limited to their telephony, automation and other quality systems.

Quality – Help monitor the quality of delivery of the Global Service Desk from a technical knowledge and resolution standpoint through cross-training and reinforcing escalation avoidance and ensures compliance of all security guidelines required by the bank is adhered to 100% of the time.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

System SupportOperations SupportCall Center TelephonySystem Monitoring ToolsReporting ToolsMS ExchangeITSM ToolsBank Branch OperationsCompTIA A+ CertificationInternet BrowsersRemote ControlMS TeamsLANWANWork StationsServersStandard OSStandard MS Office ApplicationsStandard MS Windows OS

Required

Bachelor's Degree and 1 years of experience in System Support, or Analytics, or Operations Support OR High School Diploma or GED and 5 years of experience in System Support, or Analytics, or Operations Support

Experience with call center telephony automatic call distributor, system monitoring tools, and reporting tools

Knowledge and experience supporting MS Exchange, Office 365, Internet Browsers, Remote Control, MS Teams, or other collaboration tools

Ability to manage client support tickets with ITSM tools such as Service Now

Knowledge of network, LAN, WAN, work stations and servers, STD OS (95, NT, etc.), STD MS Office applications, standard MS Window operating systems, and Office 365 applications

Knowledge of Bank branch operations, policies, and procedures

Experience working at a financial institution

CompTIA A+ certification