L2 Production Support Analyst Finance Ops

We are looking for a reliable and detail-oriented Operations Analyst L2 Support to join our team. This role is responsible for monitoring scheduled jobs, handling production support channels, and managing ServiceNow tickets. The candidate will play a key role in ensuring the stability of financial operations, especially during month-end activities.

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.