• Production Application Support Analyst II - Credit Systems

    Job Locations US-TX-Arlington
    Requisition ID
    2018-32612
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    ​The Production Support Analyst II is responsible for providing technical and functional support to the end-users of the applicable Originations systems. Responsibilities include analyzing and researching service desk tickets, and processing database table configuration changes. Engage in the transition of information regarding system releases and enhancements to ensure the information and processes are successfully transitioned from the project teams to production support. Expected to have an aptitude of the business processes and how those business processes relate to the associated systems in order to provide excellent customer service to end users. The Production Support Analyst II will provide system support for the Originations related software applications used by multiple business departments as well as best practices for researching and analyzing service desk incidents, requests, and configuration changes.

    Responsibilities

    JOB DUTIES

    • Perform elevated analysis to creatively solve problems.
    • Elevated knowledge to research and resolve service desk tickets accurately and effectively according to priority with excellent customer service.
    • Process configuration related changes in the Originations systems databases using intermediate to advance SQL.
    • Advanced in leading a production down process to ensure issues are communicated and resolved in a timely and accurate manner.
    • Develop and manage relationships with business, internal and external IT partners to provide technology based solutions to business needs.
    • Support project lifecycle activities in a support role in order to ensure new system functionality can be properly supported once in production.
    • Participate in an on-call rotation that requires after-hours and weekend support for production outages and issues.

    Qualifications

    Knowledge

    • Knowledge of business processes for supported business groups.
    • Knowledge of GM Financial's core business functions, policies and procedures.
    • Knowledge of security methodologies, policies, standards and best practices.
    • Working knowledge of information systems and operations systems for supported business groups.
    • Working knowledge of the consumer loan business.

    Skills

    • Ability to analyze data using Excel for reporting and data mining purposes.
    • Ability to interact with staff at all levels.
    • Ability to meet expected delivery dates and the tasks necessary to achieve objectives.
    • Ability to work directly with senior level management.
    • Computer skills and conversance in information technology issues.
    • Deadline oriented.
    • Good in the use of Microsoft Office software.
    • Good people skills.
    • Good writing and speaking skills.
    • Must be a self-starter and able to manage the investigations function with minimal supervision.

    Additional Knowledge, Skills, and Abilities

    Understanding of US and Canadian auto finance lending regulations and practices. Capable of acting as a liaison by relating business issues to internal and external ITS partners, and relating technology solutions to business customers.

     

    Education

    • High School Diploma or equivalent required
    • Associate Degree preferred

    Experience

    • 0-2 Years prior Production Support or BSA experience, preferably in auto finance preferred

    Work Condition

     

    Occasional overtime or split shifts may be required; subject to stressful situations; normal office environment; fast-paced office environment; strong focus on providing quality service to internal and external customers; work additional hours based on production demands requiring mandatory overtime; must be able to deal with stressful office conditions while troubleshooting problems

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