Production Support Analyst; Jacksonville

Our Financial Services Client is seeking a Production Support Analyst to join their team.

Role: Production Support Analyst

Location: Jacksonville, FL

Contract Duration: 12+ Months

Citizenship: Open

• Production Support.
• Learn Application functionality (focus on vendor applications)
• Understand system flows and dependencies
• Learn any file feeds that need to be monitored/alerted
• Maintain support documentation
• Document the incident engagement process.
• Handle Remedy incident and problem tickets.
• Run incident triage calls
• Cross-train teammates
• Support other Cards applications
• On-Call Rotation
• Internal
  
  Note:
  
  For Paymode
  
  X and GRAM Primary Support
• ITIL Process, Vendor hosted applications, file transmission knowledge, Intermediate Windows and Linux navigation skills, excellent verbal and written communications. Proficient with Microsoft Word, Excel and Powerpoint. Mobile App Savvy (IOS and Andriod)
• Experience with vendor hosted applications and keeping vendors accountable for incident resolutions
• Design and implement a structured intake process for incoming requests from Line of Business (LOB) partners.
• Serve as the initial point of contact for intake submissions during the rollout period.
• Collaborate closely with internal technology teams, support analysts/engineers, and business stakeholders to gather requirements and refine workflows.
• Develop clear and comprehensive process documentation and user guides to enable future handoff and adoption.
• Maintain and organize supporting documentation in enterprise wiki platforms (e.g., Confluence or SharePoint).
• Track and manage intake requests through tools like Jira and Remedy, ensuring transparency and accountability.
• Identify opportunities for improvement or automation within the intake process and provide actionable recommendations.

• 3+ years of experience in business process analysis or operations support roles.
• Strong technical writing skills with a proven ability to create clear, concise, and user-friendly documentation.
• Microsoft Excel (including filtering, sorting, pivot tables)
• Wiki platforms (Confluence, SharePoint, or similar)
• Jira (ticket tracking, workflow configuration)
• Remedy or similar ITSM ticketing systems
• Excellent verbal and written communication skills; ability to interact effectively with technical teams and business stakeholders.
• Experience working in or with production support, IT operations, or application support teams is a plus.
• Detail-oriented with strong organizational and multitasking skills.
• Familiarity with ITIL processes (especially Incident and Request Management).
• Experience supporting intake or operational processes within large enterprises.
• Prior experience working in financial services or regulated environments.

Manpower Group is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of Manpower Group and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.