Production Support Analyst (Jacksonville)

Our Financial Services Client is seeking a Production Support Analyst to join their team.


Job Overview

Role: Production Support Analyst
Location: Jacksonville, FL
Contract Duration: 12+ Months
Citizenship: Open

Must haves:
TOP 3 :

• 5-10 years in Prod Support
• Linux/ Unix/ Windows
• Good communication
  Production Support.
  Learn Application functionality (focus on vendor applications)
  Understand system flows and dependencies
  Learn any file feeds that need to be monitored/alerted
  Maintain support documentation
  Document the incident engagement process.
  Handle Remedy incident and problem tickets.
  Run incident triage calls
  Cross-train teammates
  Support other Cards applications
  On-Call Rotation
  Internal Note: For PaymodeX and GRAM Primary Support
  ITIL Process, Vendor hosted applications, file transmission knowledge, Intermediate Windows and Linux navigation skills, excellent verbal and written communications. Proficient with Microsoft Word, Excel and Powerpoint. Mobile App Savvy (IOS and Andriod)
  Experience with vendor hosted applications and keeping vendors accountable for incident resolutions
  Details: We are seeking a detail-oriented and highly organized Business Process Analyst to support the development and initial execution of a new request intake process within our production support organization. This role is ideal for someone who thrives in fast-paced environments, excels at working with cross-functional teams, and has a strong ability to translate evolving business needs into clear, repeatable processes.
  The successful candidate will build the intake process, execute it during its early stages, and document it thoroughly to support future transition and long-term sustainability.
  Key Responsibilities:
  Design and implement a structured intake process for incoming requests from Line of Business (LOB) partners.
  Serve as the initial point of contact for intake submissions during the rollout period.
  Collaborate closely with internal technology teams, support analysts/engineers, and business stakeholders to gather requirements and refine workflows.
  Develop clear and comprehensive process documentation and user guides to enable future handoff and adoption.
  Maintain and organize supporting documentation in enterprise wiki platforms (e.g., Confluence or SharePoint).
  Track and manage intake requests through tools like Jira and Remedy, ensuring transparency and accountability.
  Identify opportunities for improvement or automation within the intake process and provide actionable recommendations.
  3+ years of experience in business process analysis or operations support roles.
  Strong technical writing skills with a proven ability to create clear, concise, and user-friendly documentation.
  Microsoft Excel (including filtering, sorting, pivot tables)
  Wiki platforms (Confluence, SharePoint, or similar)
  Jira (ticket tracking, workflow configuration)
  Remedy or similar ITSM ticketing systems
  Excellent verbal and written communication skills; ability to interact effectively with technical teams and business stakeholders.
  Experience working in or with production support, IT operations, or application support teams is a plus.
  Detail-oriented with strong organizational and multitasking skills.
  Familiarity with ITIL processes (especially Incident and Request Management).
  Experience supporting intake or operational processes within large enterprises.
  Prior experience working in financial services or regulated environments.
  If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!
  About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells
  ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.