IT Systems Engineer III (Client Platforms Support)

IT Systems Engineer III (Client Platforms Support)

Job Category: Information Technology

Location: On Site in Memphis, TN or Birmingham, AL

Weekly Schedule: Monday-Friday, 9am-5pm

No Sponsorship will be provided for this role.

Description

We are seeking a Systems Engineer III with extensive experience in troubleshooting, systems triage, and ticket/incident support. This engineer should be capable of working both independently and collaboratively within our support team, as well as with our call center personnel and our development teams. The ideal candidate will have strong experience in problem solving and incident management, including working through a variety of backend systems and core applications for purposes of research, logs analysis, testing, results validation and troubleshooting to resolve customer-facing issues. This position will also be expected to interact with our call center and development teams on a regular basis. Additional tasks can include - improve monitoring to proactively find issues before they become major problems, documenting any defects or findings for our development teams to work towards, and anything else that helps us deliver strategic value for our clients and associates.

Essential Duties and Responsibilities

• Pursue any assigned incidents or tickets to resolution across a variety of backend systems and applications, with an emphasis on those that are affecting our clients.
• Interact and collaborate with associates, internal clients and Client Platforms product owners to identify defects, resolve issues, and improve our stability and value to our customers.
• Collaborate with our Call Center support teams to identify trending issues affecting our clients and how best to resolve these while improving our responsiveness within established SLA.
• Collaborate with our Client Platforms Development Teams to identify work being done on upcoming Agile sprints and how these changes might impact Client Platforms Support with regard to customer impact.
• Help drive cross-functional bridge calls for Client Platforms' major incidents.
• Provide encouragement and technical direction to other members of the Client Platforms Support Team.
• Perform root-cause analysis for production incidents and help identify new features that might help mitigate such issues going forward.
• Improve our monitoring footprint of essential systems when incidents identify gaps in our current monitoring alerts.
• Stay up to date with emerging technologies, including AI—and apply tools to increase efficiency in resolving issues, adding to our support toolsets, and improving our "Mean Time To Resolution" (MTTR).
• Perform additional duties and attend additional training as needed for the Client Platforms Support team

Qualifications

• Bachelor's degree (4-year college) and 5+ years of relevant experience, or equivalent combination of education and experience.
• Experience in incident management and problem solving is highly preferred.
• Strong communications skills, adaptability, and the ability to work collaboratively with associates and clients.
• Proven ability to operate independently and manage multiple priorities in a dynamic environment.

Required Skills

• Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience with ServiceNow and SalesForce (or equivalent incident management systems)
• High energy with a 'can do' attitude.
• Passion for solving complex problems.
• Ability to collaborate and communicate with multiple diverse teams throughout the organization.
• Ability to analyze, document, and communicate findings as tickets are resolved, including RCA for larger scale issues.
• Administration fundamentals of UNIX and Windows systems.
• Familiarity with technology concepts (such as cloud platforms, containers, or data-driven applications).
• Experience troubleshooting Web and Mobile based client applications.
• Ability to interact professionally with a customer in tandem with our call center if required as part of incident troubleshooting.
• Comfortable working in fast-paced environments, with a strong dedication to serving associates and delivering strategic value for our clients.
• Assist in maintaining accurate and up-to-date system documentation for Client Platforms Support.

Preferred Skills

• Experience with Splunk log analysis, API tools, and SOAP XML tools to use in troubleshooting as needed.
• Experience working with data analysis and SQL Queries as needed.
• Knowledge or experience with programming in modern Development languages and Cloud-native design patterns.
• Application Security with Single Sign On (SSO).
• Familiarity with DevOps best practices including DevOps tools (i.e. Jenkins, Bitbucket).
• Lucid Charts (or equivalent workflow/modeling tool).
• Atlassian Jira (or similar Agile/project tracking tool).
• Exposure to financial services, applications, processes, and payment networks.

About Us

First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at

Benefit Highlights

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.