Application Support Analyst

Raymond James; Saint Petersburg (FL); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement plan

Paid time off

Job summary

Raymond James seeks an Analyst to join the Advisor Application Support team, providing expert-level support for RJ proprietary applications used by our Corporate Office and branch users. This role serves as the escalation point for complex and high-impact application issues, collaborating with team members and partnering with software development teams to resolve incidents and perform root cause analysis.

This position follows a hybrid work model, requiring in-office presence 3 days a week at

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field or equivalent combination of education, training and experience.
• Minimum 3 years of experience in a technical and application support environment.
• Entry or junior level software engineering experience or training is highly valued for this position.

Responsibilities

• Act as the escalation point for unresolved application issues from first-level support.
• Partner with software development teams to triage, analyze, and resolve issues, contributing to resolution and post-issue remediation.
• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.
• Reproduce reported issues in test environments and test functionality for workarounds or interim solutions.
• Document investigative steps, findings, and permanent solutions in ticketing and knowledge base systems.
• Participate in incident reviews and retrospectives, offering technical insight and recommendations.
• Create and maintain knowledge base articles to support internal teams and end-users.

Skills

SDLC & Agile

SQL skills

Troubleshooting

Communication

Collaboration

Incident management

Change control

Education

Bachelors in CS/IT or related field

Tools

Splunk

Dynatrace

Job description

Job Description Summary

Join our Advisor Application Support team as an Analyst, providing expert-level support for proprietary RJ applications used by our Corporate Office and branch users. This role serves as the escalation point for complex and high-impact application-related issues, collaborating with team members and partnering closely with software development teams to provide incident resolutions, perform root cause analysis, and contribute to the long-term health and stability of RJ applications.

Job Description

This position will follow our hybrid work model, we expect the selected candidate to be in-office 3 days a week in our St. Petersburg, FL Corporate HQ.

Essential Duties And Responsibilities

• Act as the escalation point for unresolved application issues from first-level support.
• Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.
• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.
• Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.
• Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.
• Participate in incident reviews and retrospectives, offering technical insight and recommendations.
• Create and maintain knowledge base articles to support internal teams and end-users.

Skills

• Understanding of Software Development Lifecycle and Agile methodologies including Agile Scrum.
• Intermediate SQL skills, with the ability to read and write queries and DML scripts.
• Experience with tools such as Splunk and Dynatrace for searching and filtering logs for specific transactions and errors.
• Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.
• Strong written and verbal communication skills.
• Ability to work collaboratively and independently, managing multiple issues according to priority.
• Familiarity with incident management and change control processes in regulated environments.

Education

• Bachelor’s: Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.

Work Experience

• Minimum of 3 years of experience in a technical and application support environment.
• Experience working in a software engineering environment is preferred.
• Entry or junior level software engineering experience or training is highly valued for this position.

Certifications

• None required.

Travel

• Not required.
• Less than 25%.

Education Level

Associate's: Computer and Information Science, Associate's: Computer Systems Analysis, High School (HS)

Work Experience Level

General Experience - 3 to 6 years

Workstyle

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.

This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

We Expect Our Associates At All Levels To

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter }