Systems Support Analyst in Charlotte, NC at Open Systems Technologies

Date Posted: 1/12/2020

Job Snapshot

Job Description

A financial services firm is seeking a Systems Support Analyst to join their team in Charlotte, NC.


  • Provide support for complex technical issues and initiatives related to assigned automation, systems, databases and/or other technical products and services
  • Use diagnostic and other tools to maintain, troubleshoot and restore service or data to systems
  • Communicate verbally and in writing on complex large technical issues in a clear and concise format easily understandable by the intended recipient
  • Evaluate service level agreement criteria and identifies gaps in current technology process
  • Participate in migrations from development to production, upgrades, installations and/or configurations
  • Update/write documentation and procedures and assist with related training
  • Troubleshoot network, hardware and software issues using general guidelines, templates or direction from others
  • Analyze performance trends and recommend process improvements
  • Work with developers and application owners to implement the change and document it
  • Troubleshoot and provide solutions for production issues raise by either end user/automated monitors
  • Perform Disaster Recovery Tests
  • Implement and fortify monitoring program through application monitoring tool
  • Design solutions utilizing RPA best practices and maintain technical responsibility for project delivery
  • Drive the strategic and tactical roll-out of the solution to enterprise customers by creating and documenting test procedures and scenarios
  • Document configuration best practices, create and maintain solution documentation
  • Work within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs to the change control process



  • At least a Bachelor’s Degree
  • 6+ years of systems support analysis experience
  • 6+ years of application production support experience
  • 6+ years of offshore application production support process experience
  • 6+ years of onshore application production support process experience
  • 6+ years of Windows or Linux scripting experience
  • 5+ years of 3rd party vendor application production support experience
  • 5+ years of experience working with the Information Technology Infrastructure Library (ITIL) Framework
  • 5+ years of experience working with Relationship Database Management Systems (RDBMS) such as SQL Server, Oracle or MySQL
  • Able to understand the business process and create process flow diagrams
  • Self-starter, able to proactively push for clarity where ambiguity resides, such as proactively working with the business analyst team on technical and data input requirements
  • Understanding of the bigger picture from an overall integration architecture perspective
  • Understanding of Process Design documents, technical design documents within the automation space
  • Understanding of quality, security and compliance requirements for supported areas and reviews changes for risk to Production systems
  • Understanding of, and a willingness to adhere to, formal change control procedures and disciplines
  • Desire for exploring, evaluating and understanding new technologies
  • Able to conceptualize automated solutions and understand the prescribed design architecture
  • ITIL v3 Foundations Certification


  • Experience supporting an enterprise-level environment
  • Able to interact effectively at varying levels of the business and technical organizations; including management
  • Strong leadership experience
  • Strong communication skills
  • 7+ years of application production support experience
  • 7+ years of 3rd party vendor application production support experience
  • 7+ years of offshore application production support process experience
  • Onshore application production support process experience
  • Production support experience in a financial services company
  • Understanding of technology production support for medium to large applications
  • At least 1 year of experience supporting RPA Platform
  • Must be a team player - This is a pure production support role and tasks get picked from a queue, whoever is available will accept the work
  • Able to work nights, weekends, and/or holidays as needed or scheduled
  • Flexibility to frequently be on call beyond normal working hours
  • Flexibility to work in a 24/7 environment, including weekends and holidays
  • Able to travel up to 10% of the time
Job keywords:


  1. Business Analyst Jobs
  2. Systems Analyst Jobs