L2 Production Support Analyst Finance Ops

Operations Analyst L2 Support

Responsibilities:

• Job Monitoring & Resolution:

  Ensure all scheduled jobs run as per defined timelines and efficiently resolve any job failures that occur.

• Incident Management:

  Monitor production support channels and

  ServiceNow

  tickets, ensuring timely resolution or proper routing to the appropriate squad for advanced support.

• L2 Issue Ownership:

  Take full ownership of L2 support issues, coordinating diligently with relevant teams to drive issues to resolution.

• Month-End Close Support:

  Actively participate in

  month-end close activities

  to ensure smooth and uninterrupted financial operations.

• Stakeholder Communication:

  Maintain effective communication with key end-users and Subject Matter Experts (SMEs), especially during critical month-end periods.

• Issue Impact Assessment:

  In case of any issues during month-end, gather crucial impact details such as materiality of the issue, impacted accounts, and affected business processes.

• Escalation & Updates:

  Provide timely updates and escalations as needed to ensure minimal business disruption during critical operational periods.

• Process Improvement:

  Contribute to ongoing process improvements and enhance documentation for recurring issues to prevent future occurrences.

Required Skills:

• Strong analytical and

  problem-solving skills

  .
• Excellent verbal and written

  communication skills

  for effective coordination with business and technical teams.
• Familiarity with job scheduling tools and incident/ticket management systems like

  ServiceNow

  .
• Ability to work under pressure and manage priorities effectively during critical periods.
• Knowledge of

  L2 production support

  or IT operations, preferably within a financial or ERP environment.
• Understanding of

  month-end close cycles

  or financial operations.