About the position
ENVIRONMENT:
Our client is focused on building more than just software; they are driving the next generation of banking technology by enabling financial institutions to launch innovative, compliant digital products with greater speed and reliability. They are seeking a Systems Operations Analyst to join their SysOps team in a mid-level technical support capacity, responsible for maintaining the day-to-day health, stability, and reliability of their critical operational systems. This role extends beyond first-line support and requires strong analytical and problem-solving capabilities, including independent investigation, root cause analysis, and the ability to resolve complex integration and data-related issues across platforms such as Salesforce, Synatic, and Grax. The successful candidate will be expected to manage support tickets end-to-end, communicate findings effectively to both technical and non-technical stakeholders, and contribute to the continuous improvement of operational processes. The role operates within a fast-paced fintech environment where accuracy, accountability, and responsiveness are essential.
DUTIES:
- Diagnosing and resolving critical system issues across Salesforce, Synatic, and integrated platforms.
- Investigating root causes of recurring integration failures and documenting findings in the support board.
- Developing and maintaining runbooks and checklists for recurring operational problems.
- Monitoring daily system health and proactively escalating risks to the team lead.
- Performing user administration tasks in Salesforce, including profiles, roles, permission sets, and deactivations.
- Executing bulk data updates via Salesforce data tools or back-end scripts using Apex and SOQL.
- Triaging and managing support tickets through the full lifecycle, including investigation, resolution, and closure.
- Collaborating with developers and business operations teams on bug investigations and change implementations.
- Configuring and troubleshooting Synatic flows, buffers, and integration runs.
- Producing clear written summaries of technical findings for both technical and non-technical stakeholders.
- Supporting new staff onboarding by setting up system access and providing basic platform orientation.
REQUIREMENTS:
- At least 1 year of experience in a SysOps or technical support role.
- At least 1 year of hands-on Salesforce experience (administration, SOQL, data tools).
- Exposure to integration or ETL tooling, with Synatic experience advantageous.
- Working knowledge of Grax or similar data backup and recovery platforms.
- Ability to write or read basic code or scripts, including Apex, JavaScript, and SQL.
- Proficiency in Salesforce administration and reporting.
- Strong troubleshooting and analytical skills.
- Excellent written communication skills, with the ability to document technical findings clearly.
- Ability to manage multiple concurrent investigations under pressure.
- Exceptional attention to detail and a proactive approach to problem identification.
- Relevant diploma or degree in IT, Computer Science, Information Systems, or equivalent.
The analyst will be expected to develop proficiency across the following platforms:
- Salesforce — Primary CRM and operational platform used for administration, SOQL queries, data management, and Apex monitoring.
- Synatic — ETL and integration platform used for flow monitoring, run management, buffer operations, and error investigation.
- Grax — Salesforce data backup and recovery platform used for monitoring backup jobs and restoring data where required.
Working with Claude (AI-Assisted Support)
- The SysOps team works with Claude, an AI assistant, to accelerate ticket investigation and resolution — from tracing Salesforce bugs and debugging Synatic flows to drafting findings and escalation notes.
- Candidates comfortable working alongside AI tooling will be well-positioned to excel in this role.
ATTRIBUTES:
- Independent and self-directed — able to investigate issues without constant supervision.
- Detail-oriented — thorough in documentation, root cause analysis, and testing.
- Communicates clearly — writes structured investigation summaries for varied audiences.
- Collaborative — works effectively with developers, business operations, and team leads.
- Resilient under pressure — maintains quality and urgency in a high-volume support
- Continuous learner — stays current with platform changes and proactively upskills.
Desired Skills:
- Apex
- JavaScript
- Salesforce
- SQL
About The Employer:
Our client is focused on building more than just software; they are driving the next generation of banking technology by enabling financial institutions to launch innovative, compliant digital products with greater speed and reliability.
