SPS Problem Resolution Analyst

Job Description:

The Role

The Problem Resolution Analyst provides business support for client and participant issues. You will act as an escalation point and subject matter expert for time sensitive technology issues; as well as take ownership for initial triage prioritization and communication efforts for problems facing our clients and internal associates. You will be responsible for engaging teams and SMEs across the organization to assess impact to support mitigation to develop a communication plan to facilitation issue resolution and to track items for trend analysis. The Problem Resolution Analyst represents the SPS business with broader technology teams when discussing impact and prioritization of incidents. The analyst will also manage some production validation testing with the technology and product teams.

• Monitoring input of issues through incident ticket entry tools. Meet with technology team to prioritize business priorities and escalate certain issues.
• Performing some analysis of issues / errors surfaced through the ticket process. Analysis includes (but is not limited to) identifying impacted applications systems/tools clients/participant.
• Managing successful execution of agreed upon mitigation strategy for incidents.
• Acting as a SME on key system applications capabilities and limitations; provides education and direction with minimal supervision
• Performing trend analysis to inform product technology or process improvement opportunities.
• Maintaining strong working relationships across SPS client facing teams product and technology business partners legal/risk/compliance and others as needed to coordinate complex escalations.

The Expertise and Skills You Bring

• Solid understanding of the SPS offering and technology platform
• Some project management skills
• Facilitation of production testing
• Ability to prioritize across all open issues
• Organizational navigation of technology and business teams
• Ability to write and distribute broad communications across the business
• Some technical skill with Excel and internal data management tools(MOX MDM XTRAC SPARK)
• Demonstrate effective communication (written and verbal); able to explain complex concepts clearly using terms appropriate for the audience
• An active listener who is able to ask probing questions
• You have the ability to influence without authority
• You are reliable can be consistently counted on to successfully handle unfamiliar tense or crisis situations
• You relish challenges as opportunities to learn
• You are able to focus on value added services
• You can handle multiple activities or efforts simultaneously
• You are empowered to make tactical decisions for the team
• You make decisions with daily prioritization of work

The Team

For more than two decades Fidelity Stock Plan Services which is fully integrated within the Workplace Investing (WI) division has been a trusted leader in equity compensation administration for both public and private companies. As a premier equity compensation provider we empower employers with advanced technology and exceptional service to strategically manage their equity programs and attract and retain top talent. This also includes helping their employees understand and value their equity awards through comprehensive and highly personalized communications education and guidance.

Certifications:

Category:

Please be advised that Fidelitys business is governed by the provisions of the Securities Exchange Act of 1934 the Investment Advisers Act of 1940 the Investment Company Act of 1940 ERISA numerous state laws governing securities investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations including FINRA among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.