Sr Analyst - Non Trading at Bank of America (Charlotte, NC)

| Charlotte, NC
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Job Description:
Financial Center Level 2 Support Job Description
Works as a member of a second level support organization primarily providing user and system support remotely. Investigates complex problem situations to diagnose underlying causes and help users to recover or continue normal operations.
This role demands high customer service and technical troubleshooting skills. Teamwork and communication is a must requiring well-developed documentation skills. Should be equally comfortable searching documentation and previous requests for assistance to establish possible solutions to incidents or handling never-before-seen issues.
Assist senior staff, providing resolution to an assortment of problems of moderately complex scope related to systems engineering activities, including organizing development of OS technical support, systems programming and data center capabilities. Works under general supervision, carrying out routine and semi-routine engineering and/or analytical tasks and activities associated with one or more technical areas within the engineering function such as, system design, engineering, implementation, or operations/user support. . Additionally, participates in and contributes to the fulfillment of team or functional goals and objectives through assigned projects or involvement in phase(s) of larger enterprise projects. Typically 3-5 years of systems experience
This role is expected to:
  • Consult with, engineers, application owners, or developers on issues related to the impact of applications
  • Provide technical expertise and assistance to partner IT teams including HP and BLACKBOX onsite techs
  • Provide feedback and recommendations to management for service level and environment optimization
  • Protect the overall security of the corporate environment through the adherence to pertinent policies and procedures
    Knowledge Requirements
  • Desktop Windows 10 and Windows 11 OS
  • Windows Server 2012 and 2016
  • Cisco Hardware - routers and switches
  • Cisco IOS command-line (CLI)
  • Microsoft Office Suite 2013 / 2016 / O365
  • Internet Browser support (IE, Chrome and Edge)
  • Financial Center Core Apps (Interact, SSA, Merlin Teller)
  • Connectivity troubleshooting including IP Addressing, Proxy configuration, DNS, DHCP
  • Active Directory (Group Policy, OU's)
  • Familiarity with system configuration, permissions, registry, etc.
  • Desktop / Laptop hardware configuration and troubleshooting
  • Financial Center Peripheral configuration and troubleshooting
  • Cyberark, AoD (Admin on Demand) and PSEXEC
  • Powershell script
  • Microsoft SMTOOLS software distribution
  • BMC Remedy Incident ticketing system
  • SPLUNK
    Required Skills
    Escalated client support for all aspects of Finance Center, enterprise desktop BAND image, all Core applications, Remote PC, One Time Password, and Citrix. • Provide client support during service changes to ensure no client impact post change windows. • Knowledge of Remote Support tools and Technology Application Knowledge of Apple Products, Iphones OS and Macintosh OS and Macbook Pro helpful • Project support and testing for Windows10, Office 2013, IE11, Edge and Google Chrome browsers and other core service offerings. • Elevated Support top producing 500 Financial Advisors along with VIP. • Ability to add/del mobility account on fly through matters most to help eliminate pass through tickets. • Manger escalations handled through newly refined ticketing queue. • Provide feedback and recommendations to management for service level and environment optimization
    Desired Skills
    Escalated client support for all aspects of Finance Center, enterprise desktop BAND image, all Core applications, Remote PC, One Time Password, and Citrix. • Provide client support during service changes to ensure no client impact post change windows. • Knowledge of Remote Support tools and Technology Application Knowledge of Apple Products, Iphones OS and Macintosh OS and Macbook Pro helpful • Project support and testing for Windows10, Office 2013, IE11, Edge and Google Chrome browsers and other core service offerings. • Elevated Support top producing 500 Financial Advisors along with VIP. • Ability to add/del mobility account on fly through matters most to help eliminate pass through tickets. • Manger escalations handled through newly refined ticketing queue. • Provide feedback and recommendations to management for service level and environment optimization

Shift:
1st shift (United States of America)
Hours Per Week:
40
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What are Bank of America Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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