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Support Analyst

  • Location: Charlotte, 28202
  • Salary: 40.35
  • Job Type:Contract

Posted 2 months ago

Work with the brightest minds at one of the largest financial institutions in the world. This is long-term contract opportunity that includes a competitive benefit package!

Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Position: Support Analyst
Location: CHARLOTTE, North Carolina, 28202
Term: 24 months

Day-to-Day Responsibilities:

  • Manage and resolve issues submitted by users and/or partners in a timely manner.
  • Communicate with the user community to understand and resolve issues.
  • Define and implement processes that would help team effectively communicate with support and technical teams in an efficient manner to meet users’ needs.
  • May prepare and update detailed documentation related to processes, procedures, service level agreements, etc.
  • May train new users, offices, LOBs, and other team members in person and virtually.
  • May host and conduct conference calls prior to releases for users and first level support.
  • Partner with other teams (Product, Quality Assurance, Technology teams, etc.) to provide positive user experience.
  • Understand use cases/stories and related business requirements.
  • Participate in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services.
  • Identify opportunity for process improvements within technical support strategies and plans.
  • Review and analyze technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables.
  • Present recommendations for resolving complex technical queries.
  • Exercise some independent judgment to analyze performance trends and recommend process improvements while developing understanding of technical process controls or standards.
  • Work as an internal consultant regarding use of tools and processes.
  • Provide information related to supported system area to functional colleagues, internal partners and stakeholders, including internal customers.

Is this a good fit? (Requirements):

  • Self-starter and able to work independently while at the same time, be a team player and collaborate with technology teams and interact with end-users to meet critical timelines.
  • Good verbal, written, and interpersonal communication skills- default.
  • Ability to work in a fast paced deadline driven environment.
  • Strong analytical skills with high attention to detail and accuracy.
  • Experience using Remedy or ServiceNow, or other service management ticket tracking solution knowledge/experience.
  • 2+ years of Systems Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.