Job Description

Job Description: RSA Archer Production Support Analyst

Location: Charlotte, NC
Work Arrangement: Onsite
Duration: 18 Months

Overview

We are seeking a Production Support Analyst with expertise in RSA Archer and a strong foundation in Agile practices, SQL, and risk/control management. The ideal candidate will support Archer system operations, resolve production issues, and enable risk and compliance teams to maximize value from Archer solutions. This role requires a balance of technical troubleshooting, process optimization, and cross-functional collaboration in Agile environments.

Key Responsibilities

• Provide day-to-day production support for RSA Archer, including troubleshooting issues, analyzing root causes, and implementing sustainable fixes.

• Write and execute SQL queries to support data validation, reporting, and system analysis.

• Support Agile delivery (Scrum, Kanban, SAFe) by participating in ceremonies, managing backlogs, and ensuring timely delivery of enhancements or fixes.

• Partner with business, technology, and risk/control teams to understand requirements and improve Archer workflows, dashboards, and reporting capabilities.

• Document and communicate technical issues, resolutions, and process improvements effectively.

• Perform system monitoring and proactively identify opportunities to prevent recurring issues.

• Contribute to continuous improvement initiatives by suggesting enhancements to support models, Archer use cases, and automation opportunities.

• Provide light team management/mentorship, helping to assign tasks, guide junior staff, and ensure team deliverables are met.

Required Skills & Qualifications

• 2–4 years of experience in Production Support within IT, risk, or compliance platforms.

• 2–4 years of SQL query experience (pivot tables, joins, filtering, data analysis).

• 2–4 years working in Agile environments (Scrum, Kanban, SAFe).

• 1–2 years of experience with team management or task coordination.

• Hands-on experience with RSA Archer (administration, user support, workflows, reporting).

• Strong analytical, problem-solving, and troubleshooting skills.

• Effective written and verbal communication skills; ability to liaise between technical and non-technical teams.

Preferred Qualifications

• Familiarity with risk and compliance frameworks (SOX, FFIEC, NIST, etc.).

• Prior experience supporting Archer upgrades, patches, or customizations.

• Exposure to IT Service Management (ITSM) processes (incident, change, problem management).

• Strong organizational skills and ability to work with a sense of urgency.