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Job Title: Production Support Analyst ACH Payments
Location: Charlotte, NC
Job Type: Contract
Key Responsibilities Production & Application Support
Job Title: Production Support Analyst ACH Payments
Location: Charlotte, NC
Job Type: Contract
Key Responsibilities Production & Application Support
- Monitor ACH processing cycles, batch jobs, and settlement windows.
- Ensure timely processing of inbound/outbound ACH files.
- Identify, troubleshoot, and resolve production incidents within SLA timelines.
- Perform root cause analysis and implement preventive measures.
- Provide night shift operational support and on-call coverage.
- ACH Payments Processing Support
- Support ACH file processing including credits, debits, reversals, returns, and NOCs.
- Investigate ACH return codes, rejects, and exception items.
- Monitor settlement, posting, and reconciliation processes.
- Validate NACHA file formatting and transmission issues.
- Ensure compliance with ACH processing cut-off times and settlement schedules.
- Analyze failed transactions and reconciliation breaks.
- Investigate duplicate transactions and settlement discrepancies.
- Support resolution of ACH disputes and return processing timelines.
- Communicate incident status and resolution updates to clients and internal teams.
- Participate in incident bridges and prepare post-incident reports.
- Provide operational guidance on ACH processing issues. Technical Troubleshooting
- Execute SQL queries for transaction validation and data analysis.
- Monitor and troubleshoot Unix/Linux batch jobs and file transmissions.
- Analyze application logs, ACH processing logs, and system alerts.
- Support production deployments and ACH cycle validations.
- Perform post-release verification and smoke testing.
- Coordinate with development and QA teams to resolve defects.
- Manage incidents and service requests using Jira or similar tools.
- Maintain operational runbooks and support documentation.
- 7 years of production support experience in banking or payment systems.
- Strong hands-on experience supporting ACH payment processing.
- Solid understanding of: o ACH lifecycle and settlement windows o NACHA file structure & validation o ACH returns, NOCs, reversals, and exception processing o ACH cut-off times and processing schedules
- Experience troubleshooting ACH return codes and reconciliation issues.
- Hands-on experience with below is more preferrable: o Unix/Linux commands & job monitoring o SQL querying & data analysis o Log analysis & issue troubleshooting o Incident & problem management
- Experience handling client communications and incident coordination.
- Familiarity with Jira or other ticketing tools. Preferred Qualifications
- Knowledge of banking operations and settlement processes.
- Experience supporting high-volume ACH environments.
- Understanding of regulatory and compliance requirements.
- ITIL process awareness. Key Competencies Strong analytical and troubleshooting skills Ability to handle time-critical payment processing windows Excellent communication and client-facing skills Detail-oriented with strong operational discipline Ability to work effectively in night shift environments