Production Support Analyst - Documentum Support

Job Description

The Production Support Analyst will provide support and maintenance of Documentum version 7.1.The support analyst will be part of Production Support team in a customer {internally} facing role, to drive support of our IBCM business. The ideal candidate will need at least 8+ years of experience in supporting documentum system. The support analyst will ensure consistency and synchronization across infrastructure components. The ideal candidate will also work on performance optimization and maintenance by following operational procedures for maintaining technology as required.

  • Primary responsibility for supporting the production issues of Wells Fargo Securities trading and investing applications.
  • Perform administration task for Doc apps Installation, User management, Security configuration and content server management and configuration
  • Responsible for creating and maintaining Groups, Users, and ACL’s, Methods/Jobs
  • Define, document and implement processes and procedures for supporting client / server technologies
  • Good working knowledge with Application Servers such as Apache Tomcat Web Server
  • This support analyst will use a comprehensive knowledge of multiple technical disciplines including Oracle, MS SQL, SSIS 2005/2008 & Autosys.
  • The support analyst must have desire to independently research, analyze and propose solutions to production issues. The ideal candidate will be self-motivated, able to work both independently and collaboratively across technical and business organizations. Position may require after-hour support on a rotation basis
  • Support internal customers with the development of their own internal project plan, including the identification of key setup and configuration tasks, scope considerations, timeline and scheduling, as well as resource requirements.
  • Work with developers and application owners to implement the change & document it
  • Troubleshooting and providing solutions for production issues raise by either end user / automated monitors
  • Mentor less experienced team members
  • Perform Disaster Recovery Tests.
  • Implement and fortify monitoring program through ITRS Geneos tool.

Required Qualifications

  • 1+ year of Perl or Shell experience
  • 1+ year of UNIX experience
  • 5+ years of SQL experience
  • 6+ years of Documentum administration experience
  • 1 + years of experience implementing, supporting or developing tools to integrate with ITRS Geneos
  • 6+ years of systems support analysis experience

Desired Qualifications

  • Experience supporting an enterprise-level environment
  • Ability to interact effectively at varying levels of the business and technical organizations; including management
  • Excellent verbal, written, and interpersonal communication skills
  • Strong team or technical leadership experience

Other Desired Qualifications

  • Knowledge of Documentum architecture and Content Server 7.0/7.1
  • Knowledge of various operating systems (UNIX/Linux/Windows), databases (SQL Server/Oracle)
  • Understanding of Documentum Object Model and API, Documentum Workflows, Groups, Roles and ACLs
  • Exposure in variety of Content Server configurations specially HA (High Availability)/DR (Disaster Recovery) Setup
  • Knowledge of index server and content storage
  • Basic knowledge of D2 Configurations (Contexts, D2 Lifecycle, D2 Workflows, Security Templates , Creation Profiles etc.)
  • D2 Installation and Deployments
  • Good Knowledge of ACS (Accelerated Content Services), BOCS (Branch Office Caching Services), and DMS (Documentum Messaging Services) servers.
  • Knowledge of COSI
  • Hands on experience with Troubleshooting and Debugging
  • Experience with ITRS Geneos monitoring software and tool
  • A strong, demonstrable record of customer service. The support analyst will need to understand customer needs and build effective relationships with business users. The support analyst must be able to convey plans, issues and concerns to clients and team members in clear, logical and concise manner.
  • Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
  • Excellent interpersonal skills. The person in this role will spend significant amounts of time working hands-on educating and training customers, and patience and will be a key to success.
  • Strong time management skills.
  • Have the ability to influence decision makers.
  • Strong and demonstrable problem solving/analytical skills.
  • Understanding of ITIL processes
  • Knowledge of operating systems: Unix, Linux and Windows.
  • Advanced SQL knowledge on Oracle and SQL databases.
  • Good experience in PERL, Unix and Windows.
  • Object-oriented development language, preferably Java


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.


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