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Technical Support Analyst

Sequoia Financial Group Akron, OH
  • Posted: over a month ago
  • Full-Time
Job Description

Sequoia Financial Group is a growing Registered Investment Advisor (RIA), headquartered in Northeast Ohio, offering financial planning and wealth management services. At Sequoia, we exist with a singular purpose: to enrich lives. Our values define how we behave and guide us through the pursuit of our purpose to enrich lives. At Sequoia, our core values are:

  • Teamwork. We work selflessly to enrich the lives of our clients and our community.
  • Passion. We relentlessly pursue our full potential.
  • Integrity. We act in the best interest of others.

Summary of the position

We seek a motivated, self-starting, passionate team player to join our firm in the role of Technical Support Analyst. This is a new position created in response to the growth of the organization and will report to the Chief Technology Officer. The Technical Support Analyst will work in close collaboration with all members of the Technology Team which has responsibility for technology strategy and execution, business intelligence, end user support, and technology training. This is a unique opportunity to be a part of a growing organization and department with the ability to define and build a career at Sequoia.



Responsibilities

  • Provide support to the Business Intelligence Manager
    • Maintain system data integrity with responsibility for holding deep expertise in data maintenance, data integrations, data load, data clean-up and data creation.
    • Monitor and take actions on data checking dashboards and reports developed by the Business Intelligence Manager
    • Assist in creation of reports
    • Work with Business Intelligence Manager to establish and document best practices
    • Maintain technical integration documentation
  • Manage digital agreement integration with Salesforce/Docusign
    • Establish and maintain field mapping on agreements in Docusign
  • Provide End User Support to Sequoia employees
    • Monitor technology cases submitted by users
    • Provide Salesforce Administration and obtain appropriate training and certifications
    • Research and close cases and/or route to subject matter experts for resolution
  • Provide support for Technology Training
    • Support myTrailhead training loads in Salesforce
    • Conduct periodic review of technology training content to identify required changes/updates or establishment of new training content in coordination with other internal team members
    • Support and coordinate appropriate tech training
      • Leverage consultant and vendor resources
      • Available User Guides
      • Periodic quick tips - e.g. office hours and staff meeting
      • Virtual training coordination
      • Procedure documentation as necessary
      • Error resolution
  • Manage new hire setup and termination procedures
  • Interface with Managed Services Provider
    • Help maintain compliant system security documentation
    • Ongoing user support for communications and error resolution
  • Support M&A migration and integration
    • Establish domain knowledge for acquisition support of system data migration, workflow mapping, and training
  • Tech Steering Committee support
    • Tier 1 project management
    • Data security oversight
    • Assist in system implementation and procedures
    • Support in technology roadmap development
    • Existing infrastructure considerations
  • Tech Roadmap Implementation Support
    • Data integration support - mapping, maintenance
    • As defined and prioritized throughout the year
    • Indirect implementation support

Required Skills/Experience

  • Bachelor’s degree
  • Prior experience managing projects as primary project manager
  • 5 years customer service experience
  • 3 years Salesforce experience in a financial services related industry
    • Flow creation
    • Einstein Analytics
  • 3 years Technology end user support experience
    • Research and issue resolution
  • Strong Excel skills (VLOOKUP, pivot tables, etc)

Preferred Skills/Experience

  • Salesforce Admin certified or to be obtained within 6 months of hire
  • 1 years Tamarac experience
  • Experience with establishing and maintaining data lake
  • Knowledge of basic programmatic concepts including variables, logical operators, and/or loops is preferred

Sequoia Financial Group

Address

Akron, OH
44333 USA

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