Intelligent Automation Support Analyst

Job Description

Title                 Intelligent Automation Support Analyst

Department      Process Simplification and Optimisation

Location          India

Reports To       Intelligent Automation Support Manager

Level                Level 1

It takes all kinds of people and ideas to help our clients plan and save for the futures they want. This is why we make sure everyone here can express themselves and work in a way that suits them best. So join our Inteligent Automation Support/ PSO team and feel like you’re able to give your all.

About your team

The Intelligent Automation Support serves as a member of Fidelity India team under PSO, supporting PSO in a technical support and developer capacity.

Process Simplification and Optimisation provides ground breaking solutions to deliver sustainable business value. By powerfully combining both the human and digital workforce, Process Simplification and Optimisation places itself in a leading position to respond and adapt in a continuously evolving ecosystem to achieve Fidelity’s strategic goals, deliver best in class service to our clients, and provide exciting growth opportunities for our employees.

Process Simplification and Optimisation comprises of:

• Delivery achieves leading edge process improvement and delivers on process orchestration, automation and digitisation opportunities, ensuring change is sustained by equipping the business with the right skills, tools and techniques
• Delivery Enablement supports delivery by building capability, providing business process support, ensuring tools and methodologies remain up-to-date with industry technology developments and delivering the ongoing control framework for our new process orchestration, automation and digitisation solutions.

About your role
This role maintains service quality for PSO applications currently in production and will be responsible for all aspects related to the application support of the PSO suite of products. This includes responding to technical problems that occur abruptly and require immediate solutions, managing the ticket queues to ensure timely responses to incidents logged by clients, and supporting the Application/process Development teams with defect remediation work. 

This role will be responsible for developing, modifying, and maintaining application solutions for internal and external clients. 

About you

Key Responsibilities

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

We are committed to being an inclusive and diverse company to work for and strive to create a culture where flexible working is encouraged so that we retain and attract the best talent by offering working patterns that suit both individual and business needs.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.