Tier Ii Analyst

3 weeks ago


Winnipeg, Canada Neo Financial Full time

At Neo, we’re reimagining everyday financial services from ground up and shaping the financial future for millions of people in Canada. We’re a tech company consistently pushing for the next best thing, which provides many opportunities to grow and learn personally and professionally. Ready to materialize your passion into a connected purpose? Come join a high-speed startup in a community of high-achieving dreamers and doers, set on innovating the best solutions.

Backed by world class investors, we’ve raised $299M and are one of a few Canadian tech companies that have reached ‘unicorn’ status - valued over $1B. Check out the full story here.

**The Team**:
Neo Financial is looking for a full-time Tier II Analyst to join the team in Calgary or Winnipeg. Our Tier 2 team supports our Product and Operations teams by monitoring real-time transactions, events, and working with vendors behind the scenes to define problems and help resolve issues. The team digs into any escalated issues or incidents using a systemic problem-solving approach involving: data analysis tools, modeling, and logical thinking.

**What you'll be doing:
- Triage a constant stream of challenging escalations from any and all departments at Neo (customer support, operations, finance, product, etc )
- Investigate high-priority incidents and issues by digging into data including databases, log files, audit trails, and data dumps
- Develop a deep understanding of product workflows and how data moves between different software and support systems
- Interact with vendors and partners by asking questions, filing support requests, and providing sample data or examples
- Translate highly technical documentation into a mental model of how systems should work; use that knowledge to understand expected or desired behavior
- Manage vendor performance by holding vendors accountable within their performance expectations and SLAs
- Write detailed tickets, reports and summarize findings for stakeholders including software engineers, product managers, and executives

**Who we're looking for**:

- Motivated work owners who thrive with ambiguity, can dig into any problem, and troubleshoot any kind of technical issue
- Highly analytical minds that can find patterns, trace through calculations, and process through large data sets
- Experience with highly technical data analysis software tools
- Great verbal and written communicators, including technical writing and ability to debate or talk through complex scenarios
- Attention to detail, grit, perseverance, organization, and a persistent drive to grow and learn are critical
- Experience with SQL or a desire to learn and develop SQL skills

**What will help you succeed**:

- Experience with Root Cause Analysis, systematic problem solving and getting to the source of problems
- Database experience, Data Analysis experience, or experience with software system logs
- Constant curiosity and the ability to ask good questions
- Being able to say “I don’t know, but I’ll find out”

At Neo, you’ll be working with industry-leading technology that changes the way we live and redefines Canada’s financial future. It’s a serious deal, and we’re building a high performance, mission-driven, and fast-paced team that strives to make a difference in every Canadian's life. We value personal growth, autonomy, leadership at all levels, and the ability to learn quickly from mistakes. We’re a team: in it together, always. Join a world class team building truly disruptive technology, right here in the Canadian prairies.

**Benefits of working at Neo**:
**Flexible Compensation Scenarios** - the ability to choose your base salary and equity combination

**Meaningful Equity**:

- employees are owners. When the company succeeds, you do too

**Extended Health Benefits** - comprehensive health and dental coverage that starts on day one

**Wellness Benefits**:

- complimentary access to Headspace and FitOn Pro subscriptions

**Paid Maternity & Parental Leave**:

- company top-up and 100% benefits coverage while you’re away

**Modern Office Space**:

- our newly renovated headquarters in Calgary and Winnipeg is prime for collaboration and innovation

**Learning Events**:

- all-company huddles, product demo days, guest speakers, and more


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