Production Support Analyst II at Wilmington Savings Fund Society

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

The Production Support Analyst II will serve as a third-level application support personnel in a matrixed team. The incumbent will help support a complex IT environment, which includes SaaS and OnPrem implementation of various products related to the financial and banking environment.

WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work visa sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States.

Job Responsibilities:

• Perform troubleshooting and incident response on the systems.

• Work on ticketing queues and resolve incidents, issues, and problems as they are logged with technical expertise and by referring to Playbooks and runbooks.
• Implement and roll out changes from Dev Ops teams into the production environment by operating under ITIL principles with skills in coordinating, judgement of impacts, and operational presence.
• Perform proactive and reactive infrastructure/application monitoring and health checks to minimize service disruptions and impact on end users.
• Write batch files and scripts and build small Power BI apps and workflows.
• Investigate and resolve complex technical issues related to application deployment, break-fix, and performance infrastructure dependencies experienced in extracting, collating, uploading, and analyzing log files for applications, infrastructure, and connectivity issues.
• Coordinate and manage significant incidents, bringing various teams and vendors together on incident calls and seeing the issue through to completion.
• Communicate with site technicians or third parties responsible for resolution.
• Create and maintain comprehensive documentation including templates, playbooks, runbooks and troubleshooting procedures.
• Build reports from CMDB data on Excel or any other reporting tool such as Tableau, etc. for capacity.
• Maintain certificates, renewals, expiry.

Minimum Qualifications:

• Minimum of 4+ years of hands-on second-to-third-level application support or production support experience in a high volume transaction processing environment.

• Experience using and configuring monitoring tools like Splunk, SCCM, Logic Monitor, Dynatrace, or similar applications alerting systems to proactively identify issues, ensuring the availability and performance of applications and services.
• Excellent analytical, problem-solving, prioritization, and decision-making skills.
• Must possess an aptitude for understanding and leveraging technology.
• Exceptional communication and interpersonal skills that involve internal and external customers regarding complex policies, procedures, or programs are a must.
• Ability to interact with senior leaders, adapting style as needed for technical or non-technical audiences, to communicate issue status and updates to stakeholders is a must.
• Detail oriented with a high sense of urgency, and ability to manage multiple issues through resolution is a must.
• Proactive, not reactive approach to tasks.
• Solid understanding of ITIL processes. 
• Ability to write batch files and scripts and build small Power / BI apps and workflows.
• Demonstrated experience creating and maintaining documentation.
• Willing to work a flexible schedule including nights and weekends based on planned deployments, releases, or upgrades.​
• Experience working with tools like Ivanti, ServiceNow, Maximo, etc., for incident, change, and problem management is preferred.
• Knowledge required for implementing changes onto Windows servers, Salesforce / MuleSoft environment, and VMware virtual environments is preferred.
• Knowledge and experience using Windows system commands is preferred.
• Banking or Financial Services experience is preferred.
• Have a basic understanding of SDLC and Agile methodologies is preferred.
• The following certifications are preferred: CompTIA Network+, Server+, or Security+, ITIL Foundation , Windows Server / Active Directory, Azure or AWS Associate level (or equivalent hands-on), and Salesforce Associate or Salesforce Administrator 201 (or equivalent hands-on experience).

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.