JOB DESCRIPTION:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

JOB DESCRIPTION:

This job is responsible for the planning, development, and implementation of infrastructure solutions to meet specific deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and participating in projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

POSITION SUMMARY:

Operations Application Analyst is responsible for the effective and successful management of the retention, supervision and discovery of electronic communications for regulated lines of business. This responsibility includes ensuring application availability and performance meet or exceed the needs of our business partners. It also includes enablement of and adherence to regulatory requirements as established and enforced by various governmental regulatory bodies. Operational Analysts serve as a company representative on regulatory issues and provide technical support for the business partners that use the retention and supervision platforms. That support includes enhancement of the operational procedures, systems and principles in the areas of information flow and management, business processes and enhanced management reporting.

REQUIRED QUALIFICATIONS

• 3 or more years of working in a technical operations role
• Strong working knowledge of ITIL standards and practices
• Proven problem solving skills
• Proven analytical skills
• Proven communication skills on a technical and non-technical level
• Proven process documentation skills
• Strong working knowledge of Windows operating systems and internet browsers
• Strong working knowledge of Microsoft Office tools (Outlook, Excel, Access, PowerPoint)
• Basic knowledge of network troubleshooting
• Ability to participate with on-call support rotations

DESIRED QUALIFICATIONS

• Exposure to electronic communications retention and supervision
• Exposure to regulatory compliance rules and regulations
• Experience with automation of recurring processes
• SQL Scripting
• PowerShell Scripting
• Technical Certifications (ITIL, Microsoft, Network)

SKILLS:

• Innovative Thinking
• Production Support
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process
• Architecture
• Automation
• DevOps Practices
• Project Management
• Stakeholder Management

• Manages stability, resiliency, reliability, and performance of supported systems
• Fulfills requests from business users and operations and communicates technical status updates with appropriate teams
• Captures and translates business requirements into infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
• Supports change implementations, proactively identifies potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
• Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
• Provides release support when needed and manages engagement across audiences
• Provides full lifecycle management of the infrastructure and application environments
• Responsible for ensuring all production regulated messaging applications are performing and providing a stable platform.
• Responsible for the management and support of all applications that enable compliant supervision review of electronic communications.
• Responsible for service delivery to all Supervision & eDiscovery users.
• Responsible for successful implementation and validation of application service changes.
• Responsible for maintaining support relationships with eDiscovery and Legal teams to make sure business strategies are consistently met.