Production Support Analyst – ACH Payments

Finzly; Charlotte (NC); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Finzly, head-quartered in Charlotte, NC, seeks a Production Support Analyst for ACH payments. The role focuses on end-to-end ACH processing, exception handling, and incident resolution in a high-volume banking environment.

The ideal candidate has 7+ years in production support for payment systems, strong ACH troubleshooting skills, and experience with Unix/Linux and SQL. This remote US-based position requires aligning with EST banking hours and ensuring timely settlement.

Qualifications

• 7+ years of production support experience in banking or payment systems.
• Strong hands-on experience supporting ACH payment processing.
• Solid understanding of ACH lifecycle, NACHA file structure, and settlement windows.
• Experience troubleshooting ACH returns, reversals, and reconciliation issues.
• Familiarity with Jira or similar ticketing tools and client communications.

Responsibilities

• Monitor ACH processing cycles, batch jobs, and settlement windows.
• Ensure timely processing of inbound/outbound ACH files.
• Identify, troubleshoot, and resolve production incidents within SLA timelines.
• Perform root cause analysis and implement preventive measures.
• Provide night shift operational support and on-call coverage.
• Coordinate with development and QA teams to resolve defects.

Skills

Production support

ACH payments

SQL querying

Unix/Linux

Incident management

Client communication

Jira

Tools

Jira

SQL

Job description

Production Support Analyst – ACH Payments

Location

USA - Remote

Working Hours

US banking hours (EST Hours)

Experience Level

7+ years

About Finzly

Headquartered in Charlotte, NC, and founded in 2012 by visionary minds shaping the future of banking and payments in the US,Finzly makes bank transformation radically simple.Our core-independent platform is trusted by some of the market’s leading financial institutions to transform operations and launch new products and services at speed.

We’ve been recognized with 20+ industry awards—including three years in a row as one of the Best and Brightest Places to Work—as well as accolades for Best Parallel Core Technology, Best Corporate Payments Solution, Best Payments-as-a-Service Provider, and Best Trading System. Quite simply, Finzly is known for being the best in everything we do, giving you the perfect opportunity to grow your career with impact.

We are seeking an experienced Production Support Analyst to support critical ACH payment processing systems. This role focuses on ensuring seamless ACH file processing, exception handling, settlement reconciliation, and timely resolution of production issues.

The ideal candidate will have strong experience supporting ACH operations, troubleshooting payment returns and rejects, and working in high-volume financial transaction environments.

Key Responsibilities:

Production & Application Support

• Monitor ACH processing cycles, batch jobs, and settlement windows.
• Ensure timely processing of inbound/outbound ACH files.
• Identify, troubleshoot, and resolve production incidents within SLA timelines.
• Perform root cause analysis and implement preventive measures.
• Provide night shift operational support and on-call coverage.

ACH Payments Processing Support

• Support ACH file processing including credits, debits, reversals, returns, and NOCs.
• Investigate ACH return codes, rejects, and exception items.
• Monitor settlement, posting, and reconciliation processes.
• Validate NACHA file formatting and transmission issues.
• Ensure compliance with ACH processing cut-off times and settlement schedules.

Exception Handling & Reconciliation

• Analyze failed transactions and reconciliation breaks.
• Investigate duplicate transactions and settlement discrepancies.
• Support resolution of ACH disputes and return processing timelines.

Client & Stakeholder Communication

• Communicate incident status and resolution updates to clients and internal teams.
• Participate in incident bridges and prepare post-incident reports.
• Provide operational guidance on ACH processing issues.

Technical Troubleshooting

• Execute SQL queries for transaction validation and data analysis.
• Monitor and troubleshoot Unix/Linux batch jobs and file transmissions.
• Analyze application logs, ACH processing logs, and system alerts.

Testing & Release Support

• Support production deployments and ACH cycle validations.
• Perform post-release verification and smoke testing.
• Coordinate with development and QA teams to resolve defects.

Ticketing & Process Management

• Manage incidents and service requests using Jira or similar tools.
• Maintain operational runbooks and support documentation.

Required Skills & Qualifications:

• 7+ years of production support experience in banking or payment systems.
• Strong hands-on experience supporting ACH payment processing.
• Solid understanding of:
  o ACH lifecycle and settlement windows
  o NACHA file structure & validation
  o ACH returns, NOCs, reversals, and exception processing
  o ACH cut-off times and processing schedules
• Experience troubleshooting ACH return codes and reconciliation issues.
• Hands-on experience with below is more preferrable:
  o Unix/Linux commands & job monitoring
  o SQL querying & data analysis
  o Log analysis & issue troubleshooting
  o Incident & problem management
• Experience handling client communications and incident coordination.
• Familiarity with Jira or other ticketing tools

Preferred Qualifications:

• Knowledge of banking operations and settlement processes.
• Experience supporting high-volume ACH environments.
• Understanding of regulatory and compliance requirements.
• ITIL process awareness.
• Strong analytical and troubleshooting skills
• Ability to handle time-critical payment processing windows
• Excellent communication and client-facing skills
• Detail-oriented with strong operational discipline
• Ability to work effectively in night shift environments