Intelligent Automation Support Analyst

Title Intelligent Automation Support Analyst

Department Process Simplification and Optimisation

Location India

Reports To Intelligent Automation Support Manager

Level 2

About your team

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

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.

Responsibilities

Application/Process Production Support.

• Ensure all requests raised by clients and users are handled timely and appropriately by possessingtechnical 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, andtechnical/development support is aligned with priorities.

• Promptly review internal process gaps and client-specific issues/problems and look forinnovative solutions. Be creative and build a reputation as a problem-solving partner toour clients and internal groups.

Infrastructure, Network and Application Support.

• Ensure infrastructure, network, application enhancements and maintenance fixes within FIL/PSO/vendorsare well supported from a technology level.
• Assist in ensuring PSO technology policies and procedures are adhered to.

Measures:

• Participate in teams ROTA & on-call support schedule, works on incident, Service Request,Probleme Tickets and enhancement/maintenance ticket assignments, and delivers excellenttechnical 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 toaddress 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 defectremediation.

About you

Skills and Knowledge

• Strong technical insight and experience to inform, guide, challenge and support technical decisions.
• Strong analytical, conceptual, and innovative problem-solving abilities.
• Ability to work independently while being in a team environment.
• 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.

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.
• Some exposure of Appian development.
• Experience in cloud services : AWS/AzureTerraform will be an addedadvantage.
• Some experience with integrating systems to Apigee, CA Layer 7 API Gateway or similar.
• Application/system design, API integrations and development experience in Core Java, Spring, REST API Springboot, SQL, Angular JS, Node JS/Typescript or Javascript , JSON/XML, Docker, Kubernetes, RDBS like Oracle/Postgres.
• Experience in Git and CI/CD tools like Jenkins Bamboo and knowledge of DevOps processes.
• Good knowledge of SQL and database platforms such as: MySQL, SQL Server, Oracle.

Education:

• First degree level (Bachelors degree) or equivalent in Computer Science
• Knowledge of the financial service industry

For starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work finding a balance that works for all of us. Its all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.