Operations Analyst L2 Support (Finance Ops)

Job Description:

We are seeking a proactive and detail-oriented Operations Analyst L2 Support to join our team. This role is critical in ensuring seamless production support, job monitoring, and incident resolution within the finance operations environment. The ideal candidate will collaborate closely with technical squads, key end users, and SMEs, especially during month-end activities.

Key Responsibilities:

• Monitor scheduled jobs to ensure they run successfully and on time.

• Manage production support channels and respond to ServiceNow tickets in a timely and efficient manner.

• Investigate production issues, resolve them directly or route them to the appropriate squad.

• Actively participate in month-end close activities, ensuring all operational tasks are completed without disruption.

• Maintain strong communication with key end users and subject matter experts (SMEs) on month-end critical dates and activities.

• Provide timely updates and escalation for any production issues impacting financial operations.

• Gather and document impact details including materiality, affected accounts, and impacted processes during issue resolution.

• Work collaboratively with cross-functional teams to drive continuous improvements in support processes and operational efficiency.

Requirements:

• 3+ years of experience in L2 production support or financial operations.

• Experience with job scheduling tools and incident management systems (e.g., ServiceNow).

• Strong understanding of financial month-end close processes.

• Excellent problem-solving and root-cause analysis skills.

• Clear and effective communication skills for engaging with business users and technical teams.

• Ability to work under pressure, especially during critical business cycles (e.g., month-end).

• Knowledge of ITIL processes is a plus.