Business Systems Consultant 2

ABOUT WELLS FARGO

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories .

About EGS (Wells Fargo India Solutions)

We are hiring for a position in EGS Delivery in India. EGS stands for Wells Fargo's Enterprise Global Services. We are a critical component of the Wells Fargo strategy to leverage distinct advantages of a global environment. Legally, we are known as Wells Fargo India Solutions Currently we are 10000+ strong team members with 3 locations (Chennai, Bangalore and Hyderabad) in India and 1 center in Manila.

Responsibilities

  • This person will be responsible for managing the helpdesk tickets by providing level 1 and level 2 support
  • Since this person will sit remotely, communication skills are essential
  • Communication with customers will be via:
  • Phone, email, IM, ticketing system, etc.
  • Building customer (vendor) relationships will be crucial to success
  • They will manage the system and teach the customers (vendors) how to use the TSC system
  • Background
  • A person coming from a helpdesk/technical background will be very helpful
  • They don't need to understand specific OS, flavor of software/apps/etc
  • Resource will be an IT, technical "generalist"
  • Someone that has knowledge of vendors and how they catalog products
  • Ex.
  • Know the difference between a user request for:
  • Internal vs. external products
  • Know the difference between add ons vs. specific product
  • How they fit into larger portfolio of products
  • How they are used
  • Knowing what products are
  • Tickets are received through JIRA ticketing system- familiarity with JIRA is desired
  • This person is expected to provide level 1 and level 2 support and handle tickets with very little instances of escalation
  • In situation of escalation, they would escalate to Tim or another available FTE
  • Current number of tickets is 1,200 but half are waiting on a vendor response- cannot close until vendor does required action

Market Skills and Certifications
ABOUT WELLS FARGO

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories .

About EGS (Wells Fargo India Solutions)

We are hiring for a position in EGS Delivery in India. EGS stands for Wells Fargo's Enterprise Global Services. We are a critical component of the Wells Fargo strategy to leverage distinct advantages of a global environment. Legally, we are known as Wells Fargo India Solutions Currently we are 10000+ strong team members with 3 locations (Chennai, Bangalore and Hyderabad) in India and 1 center in Manila.

Responsibilities
  • This person will be responsible for managing the helpdesk tickets by providing level 1 and level 2 support
  • Since this person will sit remotely, communication skills are essential
  • Communication with customers will be via:
  • Phone, email, IM, ticketing system, etc.
  • Building customer (vendor) relationships will be crucial to success
  • They will manage the system and teach the customers (vendors) how to use the TSC system
  • Background
  • A person coming from a helpdesk/technical background will be very helpful
  • They don't need to understand specific OS, flavor of software/apps/etc
  • Resource will be an IT, technical "generalist"
  • Someone that has knowledge of vendors and how they catalog products
  • Ex.
  • Know the difference between a user request for:
  • Internal vs. external products
  • Know the difference between add ons vs. specific product
  • How they fit into larger portfolio of products
  • How they are used
  • Knowing what products are
  • Tickets are received through JIRA ticketing system- familiarity with JIRA is desired
  • This person is expected to provide level 1 and level 2 support and handle tickets with very little instances of escalation
  • In situation of escalation, they would escalate to Tim or another available FTE
  • Current number of tickets is 1,200 but half are waiting on a vendor response- cannot close until vendor does required action



Meet Some of Wells Fargo's Employees

Lauren S.

Audit Manager

Lauren audits Wells Fargo’s financial reports to assess accuracy and risk. She reviews processes in place, analyzes management controls, and communicates calculations and findings with business partners.

Andrew M.

Innovation Consultant

Andrew incorporates his risk management and creative skills to strategize new and insightful ways to engage customers who interact with Wells Fargo’s various financial products and services.


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