Systems Support Analyst
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website .
Market Job Description About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website . Department Overview
Wholesale Technology within the Enterprise Information Technology (EIT) business supports various applications for the Wholesale line of businesses and has various applications based on Microsoft / Java Stack. These teams are spread across various locations including EGS. About the Role
This position is key to the daily 1st level service help desk support of Wholesale applications used by many lines of business. The WASD team responds to an average of 13,000 inquiries per month. This position works with the users to troubleshoot application and system issues, identify defects and document enhancements. The WASD Consultant escalates to 2nd level production support to report business problems that may provide technological solutions. The WASD consultant will be involved with UAT testing, provisioning access, communication, and assistance with the various applications. The position consults with the production support and technology teams to provide the line of business users technological solutions Responsibilities
May act as a liaison between client area and technical organization by assisting in the planning or analysis of basic business problems to be solved with automated systems. Provides application support via telephone, email, and instant messaging. Provides support in identifying and evaluating automated systems and related procedures that are cost effective and meet business requirements. Works with user groups to provide training, resolve questions, and assess user needs. Gathers data to be used by business groups. Essential Qualifications
8+ years of year of business systems analysis experience. At least 5 years of customer support experience and is able to provide troubleshooting guidance to end users timely .
• Wholesale banking experience
• Ability to answer phones in a professional and friendly manner
• Ability to provide strong customer service and develop customer relationships
• Ability to work in a fast paced deadline driven environment
• Strong organizational, multi-tasking, and prioritizing skills
• Should have the capability to update the knowledge documents.
• Good verbal, written, and interpersonal communication skills
• Undergraduate degree
• Application support experience
• Experience providing phone and email support
• Demonstrated effectiveness with troubleshooting system issues
• Knowledge of MS Office Suite Desired Qualifications
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.