Service Operations Representative

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

SALARY RANGE

$45,000 - $55,000 (Based on Professional Experience)

POSITION PURPOSE

The Service Operations Representative provides after-hours coverage for MDT and client partners by monitoring critical applications, infrastructure, integrations and scheduled jobs. This role answers and resolves inbound calls and provides initial troubleshooting/triage for after-hours incidents. During major incidents, the representative services as the Major Incident Manager, coordinating with Tier II teams, clients, and vendors; driving communications cadence, recording timeline updates, and escalating issues until recovery. This representative delivers warm hand-offs to daytime teams and contributes to problem, change, and knowledge management to reduce repeat issues and emphasis first time fixes

Duties & Responsibilities

• Monitors and ensures GOODNIGHT and Back-Ups finish to completion, in addition to the System Date update for all clients (including AutoBatch, JSW and RSJ jobs).
• Responds to and resolves after-hours support calls during online hours and primary on-call rotations or directs them to the appropriate team for resolution as needed.
• Corrects Symitar errors such as: Fatal Errors, RDCPOST – Duplicate Trigger Entry, offline / online failed / BATCHHOSTCONTROL, Restart Logging Failed, Report Directory Full, Disk Error or Full, NTMC Alerts, etc.
• Responsible for Peer Review and Move to Live SDLC steps for Symitar programming requests.
• Monitors and troubleshoots any failed File Transfer Automation (FTA) files sent or received to ensure they are transmitted for our clients as scheduled.
• Responsible for all Symitar core system operational requests such as: SYM refreshes/deletions, restarts, print queues, multi-host failover tasks, recovery tasks, GN job modifications, etc.
• Records, tracks, and documents nightly issues and any action taken or outstanding items to ensure support turnover is successful for final resolution.
• Tests fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved. Communicates resolutions to appropriate stakeholders, including management and co-workers.
• Follows ACH file processing procedures and performs DRC tests.
• Assists in Symitar core system application upgrades, including all service packs and semi-annual major releases both internally and with clients.
• Assists AIX team with Symitar daily maintenance to ensure system is running efficiently.
• Assists Software Services, Implementations and the Conversion Teams with operational requests.
• Researches ARCU, Synergy and Verafin reported issues, and assists with resubmitting files.
• Provides deconversion support as needed.
• Performs SymXchange configuration setup as required.
• Responsible for working with other departments to ensure work flows effectively and timely throughout the organization.
• Keeps management team informed of progress towards established objectives and any significant challenges.
• Completes required reports and records.
• Attends and participates in meetings and committees as required.
• Keeps work area clean, secure, and well maintained.
• Completes special projects as assigned.
• Embraces all other duties as assigned.
  
  

Education & Experience Requirements

• High school graduate or equivalent.
• Two (2) years of college training in Business, Computer Science, or a related field, or an equivalent amount of experience in operations and practices.
• One (1) or more years of experience in financial institution core processing.
• One (1) or more years of experience with the Symitar core system.
• Experience managing multiple projects at once.
• One (1) year of related programming experience.
  
  

Required Knowledge

• Knowledge of financial industry.
• Extensive knowledge of the Symitar core system.
• Knowledge of software applications.
• Understanding of related programming languages and procedures.
  
  

WORKING CONDITIONS

Special

• Work schedule: Wednesday through Sunday 9:00 am – 6:00 pm EST. Note: This position is eligible for a hybrid work arrangement, per the current guidelines. Employee will work remotely on Saturday and Sunday but will be required to work in-office a minimum of 5 days per month to be split amongst the employees scheduled Wednesday through Friday shifts.
• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Work performed remotely from home.
• Evening / overnight work schedule.
• Additional hours, including Saturday/Sunday support, as required.
• Occasional travel overnight for training and conferences.
• Long duration of computer workstation usage.
• On-call responsibilities, available 24/7 via phone or pager.
  
  

Intent And Function Of Job Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.