Technology Operations Analyst

About this role:
Wells Fargo is seeking a highly skilled, customer-focused Service Desk Agent to provide front-line phone and chat IT support for the Wealth and Investment Management (WIM) business unit. This role requires strong technical troubleshooting, deep issue ownership, and empathetic service delivery in a fast-paced, high-impact environment.
 

In this role, you will:
•  Participate in initiatives and identify opportunities for technology operations
•  Evaluate basic or tactical challenges that require research and evaluation
•  Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
•  Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
•  Develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas
•  Reduce the impact of application and infrastructure failures on business delivery
•  Engage various teams of trouble-shooters to assess system health and issues
•  Present recommendations for resolving more complex situations
•  Provide information to functional colleagues, internal partners and stakeholders
•    Front-Line Support Excellence:
o Serve as the initial contact for IT issues via phone, chat, other channels or ticketing system.
o Provide prompt, professional, and empathetic support to business users with a focus on minimizing downtime and disruption.
•    Issue Ownership & Resolution:
o Take full ownership of reported issues through resolution or appropriate escalation.
o Maintain accountability for follow-ups and ensure timely communication with end users.
•    Technical Expertise:
o Troubleshoot and support across multiple platforms including:
o Windows OS
o iOS and Android mobile devices
o Virtual Desktop Infrastructure (VDI)
o Credential administration (Active Directory, MFA, etc.)
o VPN and remote access technologies
o MS Products
•    Business-Centric Support:
o Understand the critical nature of the supported business unit and tailor support accordingly.
o Demonstrate empathy and urgency in addressing issues that impact business operations.
•    Continuous Improvement & Collaboration:
o Identify and suggest opportunities for self-service, automation, and process improvements.
o Share knowledge and best practices with peers to foster a culture of learning and excellence.
o Contribute to documentation and knowledge base articles to improve team efficiency.
•    Quality & Professionalism:
o Uphold high standards of communication, documentation, and customer service.
o Represent IT with professionalism and a proactive mindset in all interactions.

Required Qualifications:
•  2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
•  1 + years of experience in enterprise IT environments and ticketing systems (e.g., ServiceNow)
•  1 + years of experience in Financial Services/Banking 

Desired Qualifications:
•  Strong troubleshooting skills across desktop, mobile, and remote access technologies.
•  Excellent communication and interpersonal skills.
•  Proven ability to work independently and collaboratively in a fast-paced environment.
• Passion for delivering high-quality support and driving team success.

Job Expectations:
•  Telecommuting is not an option for this position
•  This position offers a hybrid work schedule
•  Relocation assistance in not available for this position
•  This position is not eligible for visa sponsorship
•  Ability to work outside normal business hours 24/7 Call Center 
 

Business understanding of investment, trading, financial lexicon.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.