BTS Production Support Analyst - Remote Opportunity
Vacancy expired!
Company SummaryJoin our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company's continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.careers.firstam.comJob Summary Production Support Analyst SummaryWe are looking for an experienced Production Support Analyst to join our Robotic Process Automation(RPA) team! You will be responsible for providing user and software support in a production environment. Essential Functions
- Triage production issues with urgency to reduce business impacts, manage incident tickets through ticketing system, and follow-through on all requests to ensure complete resolution.
- Coordinate and communicate business impact events and maintenance activities.
- Assist with troubleshooting and performing root cause analysis to identify potential issues relating to server issues, code, browser issue, firewall, etc.
- Assist with resolving complex problems with end-users and vendor support resources.
- Monitor all performance metrics, system health, files and alerts and escalate complex issues where appropriate to senior level for problem resolution.
- Document and maintain procedures and documentation that provide technical support for different business units.
- Assist with code promotions, UAT and system testing, and monthly system testing related to any upgrades/patches.
- Participate in pilot testing and training of new software being evaluated.
- Required to perform duties outside of normal work hours based on business needs such as support for production down emergencies and short-notice deployment requests.
- Maintain ongoing knowledge of applications and new features and provide training and share knowledge on all production systems and processes. Train users to use appropriate tools, services and to be self-sufficient.
- Maintain adherence to company and Information Security policies.
- Work with onshore and offshore engineering teams to recommend process improvement ideas and implementing new procedures to improve product quality and customer experience.
- Perform other duties as required.
- Ability to organize multiple tasks simultaneously and streamline workflow management
- General knowledge of te chnologies and platforms such as .Net, API/Web Services, AWS, Azure, and system level OS/hardware as it pertains to security
- Excellent oral, and written communication skills to allow for the carrying out of instructions, interpreting documents, understanding procedures, writing reports and correspondence.
- Exceptional customer service and relationship management experience
- Ability to remain flexible and effective under pressure in a fast-paced environment.
- Ability to build knowledge base documentation for support and troubleshooting
- Attention to detail - willingness to dig deep on issues and ability to meet and exceed established service level commitments
- Knowledge of the software development lifecycle
- Bachelor's Degree or equivalent 3-5 years of work experience as an Application Support Analyst or similar role
- Experience with supporting any Robotic Process Automation solution (UI Path, Automation Anywhere or Blue Prism) is a plus!
Vacancy expired!