Systems Analyst Overview: We are seeking a Systems Analyst to join our team supporting the Customer Configuration Management (CCM) program. The role involves Level 2 support for production issues related to customer authorization and transaction clearing. This position will work closely with internal teams to resolve escalations, troubleshoot technical issues, and optimize system configurations. Key Responsibilities: Serve as the primary Level 2 support for production issues, handling escalations related to authorization and clearing processes. Manage and triage support tickets using systems like Implementation Management Portal (IMP) and Remedy. Log into various systems, firewalls, and monitoring tools to investigate and resolve issues. Collaborate with internal teams (Level 3 support, BizOps, and others) to address complex problems or escalate when needed. Participate in team meetings, SCRUMs, and troubleshooting calls to stay aligned on updates and priorities. Contribute to process improvements to enhance efficiency and customer satisfaction. Day-to-Day Activities: Review and manage assigned ticket queues for IMP or Remedy tickets. Utilize tools like Splunk for network log investigation and SQL for database queries. Use Command Line Interface (CLI) to diagnose and resolve technical issues. Communicate and coordinate with neighboring support teams to resolve open cases. Interpret customer requests and ensure compliance with configuration standards. Required Technical Skills: Database Query/SQL experience. Splunk/Network Log Investigation proficiency. Command Line Interface Programming knowledge. Additional Qualifications: Experience in configuring and managing production environments. Strong problem-solving skills to resolve complex technical inquiries. Proven ability to convey technical concepts to senior stakeholders. Experience leading small to medium-sized projects and initiatives. Ability to mentor junior team members and provide guidance on configuration standards.