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44 Fidelity International Jobs
Intelligent Automation Support Analyst
2-4 years
Gurgaon / Gurugram, Bangalore / Bengaluru
1 vacancy
Intelligent Automation Support Analyst
Fidelity International
posted 11hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Intelligent Automation Support Analyst
Responsibilities
Application/Process Production Support.
- Ensure that all requests raised by clients and users are handled timely and appropriately by possessing technical knowledge of operating systems, applications/process, and software development lifecycle.
- Provide technical support to teams within the organization, and to external clients when required.
- Update technical documents and procedures to reflect current state.
- Provide support for application deployments.
- Assist with systems integration when needed.
Measures:
- For our technology platform and applications, ensure business critical issues, incidents, service descriptions and recurring problems are managed proactively, and technical/development support is aligned with priorities.
- Promptly review internal process gaps and client-specific issues/problems and look for innovative solutions. Be creative and build a reputation as a problem-solving partner to our clients and internal groups.
Infrastructure, Network and Application Support.
- Ensure infrastructure, network, application enhancements and maintenance fixes within FIL/PSO/vendors are well supported from a technology level.
- Assist in ensuring PSO technology policies and procedures are adhered to.
Measures:
- Participate in team s ROTA & on-call support schedule, works on incident, Service Request, Probleme Tickets and enhancement/maintenance ticket assignments, and delivers excellent technical support.
- Execute application/process incident troubleshooting with the appropriate stakeholders (internal or external).
- Document all problems and assists in their resolution.
- Review internal and external client feedback for continuous improvements.
Defect Remediation.
- The Application/process Support will remediate defects based on business and client priorities to address service disruptions, incidents, and problems.
Measures:
- Enhance system reliability and performance to improve overall client experience.
- Review the issues log and making suggestions to enhance applications performance.
- Recommend improvements to policies, processes, and procedures.
- Develop KPIs and metric as input to client reports (e.g. SLA reporting) for teams across the business.
- Create Incident and Problem Management reports when needed.
- Participate in problem investigations, requirements gathering and analysis for defect remediation.
Client Experience.
- Deliver quality customer service interactions to our internal and external customers to create a positive experience.
- Take ownership of solving a customer s problem promptly; use all available resources to achieve the best outcome.
Measures:
- Internal and external client feedback.
- Requests processed completely, accurately and within required timelines, according to the PSO service guide.
Skills and Knowledge
- Strong technical insight and experience to inform, guide, challenge and support technical decisions.
- Strong technical and data analysis skills
- Strong analytical, conceptual, and innovative problem-solving abilities.
- Strong attention to detail.
- Ability to work independently while being in a team environment.
- Strong technical aptitude and able to adapt to new technologies quickly.
- Excellent communication skills both written and oral; ability to effectively communicate technical material to non-technical users.
- Goal-oriented and a self-starter.
- Ability to quickly learn, adapt and change to meet the needs of a changing environment.
- Ability to explain complex ideas to those with limited IT and systems knowledge.
- Excellent problem-solving skills.
- Customer service oriented.
- Ability to work in a fast-paced environment without direct supervision.
Experience and Qualifications Required
Job Related Experience
Minimum Requirement:
2+ years
Must Have:
- 1+ years of experience as a developer or technical/application support, including 1+ years of experience.
- 1+ years of experience and intermediate level knowledge of RPA & BPMN tools like BluePrism, Appian, Camunda etc..
Nice to Have:
- Experience with the following:
- Low-code, no-code BPM solutions such as Appian would be an asset.
- Atlassian stack (JIRA, Confluence) & ServiceNow
- Hands-on expert in creating high performance web applications leveraging React, Angular 2.
- Good knowledge of SQL and database platforms such as: MySQL, SQL Server, Oracle
- Experience with Agile Development Methodologies
Education:
- First degree level (Bachelor s degree) or equivalent in Computer Science
- Knowledge of the financial service industry
Employment Type: Full Time, Permanent
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(based on 33 Fidelity International interviews)
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Company Website
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15%
6%
27% candidates got the interview through other sources.
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What people at Fidelity International are saying
What Fidelity International employees are saying about work life
based on 542 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Fidelity International Benefits
Submitted by Company
We’ll help you find the perfect balance We’re welcoming We’re flexible
Submitted by Employees
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