Remote Operations Analyst Jobs in Rochester, NY (NOW HIRING)

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This position is hybrid and remote eligible for up to 40% of the time. The office location for this position is at ESL Corporate Headquarters in Rochester, NY. Monday - Friday 8:00 a.m. - 5:00 p.m. Must be willing to support weekend platform upgrades. Must be flexible to meet current and future business needs.

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Starting Pay: $101,852  Salary Range: $78,363 - $113,596
In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

This position is accountable for the implementation and support of platforms and the financial service applications and processes built upon them. Outcomes are expected to be cost effective, create efficiencies and fully address ESL's business needs.  Additionally, this position supports all aspects of the software development life cycle and continuously evaluates emerging platform capabilities, automation opportunities, AI-enabled features, and technology trends to improve ESL's business outcomes and operational efficiency.

Implement solutions that address business needs. 

• Collaborate with business users to analyze needs and develop clear, specific requirements.
• Collaborate with the Systems Integrations Team to develop a comprehensive set of technical tasks required to attain the objective. Work with the project manager to ensure that all identified tasks are accurately represented within the project plan.
• Specifically define and gain agreement to the size of the effort based upon a clear set of user requirements before moving into the design phase. Identify additions to scope that will necessitate adjustment to IT resources or timeline.
• Assist in the technical design, implementation, and documentation of solutions that are maintainable, comply with standards and meet user requirements.
• Build and deliver solutions within a platform, using no-code/low~code tools and concepts
• Fully test the technical and high level aspects of the solution. Work with the business users on acceptance testing of the solution.
• Implement solutions within agreed upon scope and timeline.
• Maintain awareness and develop competency in emerging technologies, platform enhancements, AI capabilities, automation tools, and industry best practices.

Supports a strong partnership with internal business units and external vendors. 

• Responsible for effective client interactions that meet or exceed internal service quality targets.
• Collaborate with vendors to address ESL business needs.
• Demonstrate excellent interpersonal, conflict resolution, negotiation, and communication skills.
• Act as the subject matter expert on projects to deliver timely and effective updates to various levels of management.
• Provide technical support and consultation to business unit clients.
• Stay current on platform roadmaps, upcoming releases, and emerging capabilities, and collaborate with stakeholders to identify opportunities for future initiatives.
• Work with internal and external stakeholders to ensure appropriate governance, security, and risk controls are maintained across the platform.

Ensures that the computing environment is stable and available as well as supports business units and customers at all times. 

• Ensure reliable solutions that meet real time performance expectations and support uptime goals.
• Schedule changes in accordance with Change Management process and procedures.
• Monitor platform performance, and proactively engage and work with peers in the resolution of production issues within the platform.
• Accept and provide knowledge transfer on processes that require business support.
• Monitor support ticket queue, triage, and respond to users in a timely manner.
• Work with vendors to address system issues.
• Provide 24X7 production support as needed.

• Bachelor's degree in a technical field or 4 additional years of directly related experience that demonstrates use of advanced problem solving and analytical skills.
• Minimum of 2 years of experience in supporting business aspects of application systems.
• Experience configuring and supporting platforms, cloud-based applications, or low~code/no-code solutions.
• Familiarity with all aspects of the Software Development Life Cycle including requirements gathering, design, implementation, testing, and support.
• Understanding of data governance, information security, and responsible AI principles.
• Basic competency in relational database concepts like Postgres, cloud~based system architecture, and API integration concepts.
• Basic understanding of banking products, services, and supporting business processes and technologies.
• Good analysis and design skills.
• Effective organization, communications, interpersonal, and team building skills.
• Ability to adapt to evolving technical business needs.
• Ability to multitask and independently manage complex activities.
• Ability to follow a predetermined set of standards and process flow.

• Experience supporting cloud-based business platforms (Creatio, Salesforce, SerivceNow, or similar)
• Experience working on Agile project teams

We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

ESL does not offer sponsorship related to obtaining work authorization in the United States. ESL is not enrolled in E-Verify and therefore is not able to support an extension of OPT employment authorization.

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