Support Analyst

ROLE & RESPONSIBILITIES: 

• Position Summary: Systems Analyst to support the operability of the EFT system at night. This position requires the analyst to support the night shift periodically, as the project needs.
• Responsibilities: Managing Ticket queues (Jira /Service Now)
•  New route implementation (create tickets, add routes to EFT database, manage XOC communications)
•  Provide EFT support through emails (account lockouts, password changes, transfer failures, general questions)
•  Provide and maintain push connection setups with end users.
•  Attend meetings with external stakeholders (CMS, partners).
•  Use AWS CloudWatch to monitor transfers and provide support for failures such as manually “touching” files, and retransmissions, check AWS SQS logs, and review AWS Lambda function statuses.
• Analyze AWS lambdas and step functions to determine if transfers are routing properly.
• Provide testing support for new routes using the new AWS Serverless environment.
• Provide testing support after hours and on weekends as needed.
• Train new hires on all tier 1 and some tier 2 tasks.
• Supervise and review tier 1 tasks performed by other team members.
• Attend meetings with external stakeholders (CMS, partners) and guide them on best practices regarding the EFT system.
• Conduct presentations with external stakeholders (CMS, partners) and answer questions to prepare them for onboarding to the new EFT Serverless system.
• Report generation using SQL statements in databases / Linux commands on the server backend.
• Conduct ad hoc gap analysis as needed regarding new system vs old system requirements (requires database querying, audit log data mining, and digging through the backend server)
• Perform error reporting for new serverless environments (Postgres database queries to determine error cause)
• Provide off-hours monitoring as needed for other systems’ migration efforts.
• Write Postgres SQL queries and manually pull AWS CloudWatch logs to provide ad hoc reports to stakeholders in the format they requested as needed.
• When system failures occur, search through backend systems for potential failed files and take appropriate steps to correct them.
• Supervise and review Postgres SQL statements for mass system updates to overcome current system limitations.
• Design, Develop, and Test queries to implement functions not yet supported by the new system, and then train others in the team to perform these functions.
• Quickly learn how to use new system features and then train others in the team to perform these tasks.
• Review EFT security findings and alerts, investigate root causes, and then resolve, assign to other team members to resolve, or mark as “not an issue”.

REQUIRED EXPERIENCE: 

• 2+ years of experience with SQL and databases.
• 2+ years of experience with AWS, CloudWatch, S3, and Step Functions.
• Experience with Unix/Linux systems.
• Well-versed with using version control systems and issue/problem tracking systems.
• Experience with JIRA, Confluence, Excel, Word, SharePoint.
• Strong communication skills, and ability to lead meetings with clients.
• Strong analytical and debugging skills.
• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE: 

• Exposure to SDLC

EDUCATION & CERTIFICATIONS:

• Bachelor's degree