Production Support Analyst II

Job Description At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, its our mission and our purpose. The Production Support Analyst II will serve as a third-level application support personnel in a matrixed team. The incumbent will help support a complex IT environment, which includes SaaS and OnPrem implementation of various products related to the financial and banking environment. WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work visa sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States. Job Responsibilities: Perform troubleshooting and incident response within the IT production environment to ensure system stability and performance. Work on ticketing queues and resolve incidents, issues, and problems as they are logged with technical expertise and by referring to Playbooks and runbooks. Operate within ITIL frameworks, demonstrating sound judgment in assessing impacts, coordinating responses, and documenting event timelines for post-mortem and root cause analysis (RCA) reports. Perform infrastructure/application monitoring and health checks to minimize service disruptions and impact on end users. Investigate, communicate, and resolve moderate to complex technical issues related to application deployment, break-fix, and performance infrastructure dependencies Facilitate and manage major incident calls, bringing together internal teams and external vendors to ensure timely resolution. Create and maintain comprehensive documentation including templates, playbooks, runbooks and troubleshooting procedures. Build reports from CMDB data on Excel or Power BI Write small batch scripts to automate log collection and support daily operational tasks. Minimum Qualifications: Bachelor's degree in technology discipline is preferred. Minimum of 4 years of hands-on second-to-third-level application support or production support experience in a high-volume transaction processing environment. Banking or Financial Services industry experience is highly preferred. Demonstrated understanding of ITIL processes. ITIL Foundation certification is highly preferred. CompTIA Network+, Server+, or Security+, Windows Server / Active Directory, Azure or AWS Associate level certifications are a plus Experience working with tools like Ivanti, ServiceNow, Maximo, etc., for incident, change, and problem management is preferred. Demonstrated experience using a ticketing system Knowledge and experience for implementing changes onto Windows servers Familiarity with Windows system commands and log collection tools. Working knowledge of basic networking concepts, including SFTP, RDP, VLANs, SaaS, and on-premises data networks. Demonstrated experience leveraging Microsoft Office 365 Demonstrated experience creating and maintaining documentation. Excellent analytical, problem-solving, prioritization, and decision-making skills. Exceptional communication and interpersonal skills Ability to interact with associates at all levels, adapting style as needed for technical or non-technical audiences, to communicate complex policies, procedures, issue status and updates to stakeholders is a must. Detail oriented with a high sense of urgency, and ability to manage multiple issues through resolution is a must. Willing to work a flexible schedule including nights and weekends based on planned deployments, releases, or upgrades. Salary Range: $75,502.00 - $124,039.00 Individual base pay may vary on additional factors such as the candidates experience, job-related skills, relevant education, geographic location, and other specific business and organizational needs. In addition to base salary, WSFS Financial Corporation (WSFS) and its subsidiaries may offer eligible Associates discretionary and formula-based incentive and retention awards. WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs. Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays. Benefit offerings are subject to eligibility requirements, legal limitations, and may vary based on an Associates location and employment status. For more information about Associate benefits, please visit https://www.wsfsbank.com/about/careers/ WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com. WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive. We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve. WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company. Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region. As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration. WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management. Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust®, The Bryn Mawr Trust Company of Delaware, Cash Connect®, NewLane Finance®, Powdermill® Financial Solutions, WSFS Institutional Services®, WSFS Mortgage®, and WSFS Wealth® Investments. Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.