Technical Operations Analyst

Brooksource; Charlotte (NC); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

401k with company match

Paid time off

Employee Assistance Program

Job summary

Brooksource is seeking a Client Technical Services (CTS) Analyst to support a banking client’s investment technology team. The role emphasizes incident management, production support, and ticket triage via Salesforce, with collaboration across internal teams and third-party vendors.

The position offers exposure to investment systems, production environments, and cross-functional operations in a hybrid Charlotte-based setting. 1–4 years in Help Desk or Production Support is preferred.

Qualifications

• Experience with ticketing systems (Salesforce, Jira, or similar).
• Strong troubleshooting and problem-solving skills.
• Ability to identify trends and escalated issues proactively.
• Excellent communication skills and comfort working cross-functionally.
• Excel exposure.

Responsibilities

• Ticket intake and prioritization.
• Incident tracking and follow-ups.
• Data/metrics collection and reporting.
• Vendor coordination and issue resolution support.
• Continuous learning of systems and business processes.

Skills

Salesforce

Jira

Troubleshooting

Trend analysis

Cross-functional communication

Excel

Splunk

Dynatrace

Tools

Splunk

Dynatrace

Job description

We are seeking a Client Technical Services (CTS) Analyst (Financial Operations Analyst) to support a growing investment technology team for our banking client. This individual will play a key role in supporting customer experience, managing production issues, and coordinating across internal teams and third-party vendors.

This is an excellent opportunity for a mid-level support professional looking to gain exposure to investment systems, production environments, and cross-functional operations.

Key Responsibilities

• Manage and triage incoming tickets via Salesforce
• Support incident management and production issue tracking
• Coordinate with internal stakeholders and third-party vendors to resolve issues
• Monitor system performance
• Collect and analyze user activity and incident metrics
• Identify patterns or recurring issues and proactively escalated
• Communicate updates clearly across teams and stakeholders

Day-to-Day Breakdown

• Ticket intake and prioritization
• Incident tracking and follow-ups
• Data/metrics collection and reporting
• Vendor coordination and issue resolution support
• Continuous learning of systems and business processes

Top Skills & Qualifications

• Experience with ticketing systems (Salesforce, Jira, or similar)
• Strong troubleshooting and problem-solving skills
• Ability to identify trends and escalated issues proactively
• Excellent communication skills and comfort working cross-functionally
• Excel exposure

Preferred Background

• 1–4 years of experience in:
• Help Desk / Service Desk
• Application or Production Support
• Technical Support / Desktop Support
• Basic familiarity with data, metrics, or querying concepts
• Financial services or investment experience is a plus, not required
• Exposure to monitoring or logging tools (Splunk, Dynatrace, or similar) is also a plus
• Small, collaborative Client Technical Services team
• High visibility role supporting investment operations
• Hands‑on manager who provides strong training and support
• Hybrid work environment (Charlotte‑based team)

Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.

EEO

We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.