Application Support Analyst (contract)

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what is all about.” Job Summary: We are seeking an Application Support Analyst to join the Eagle ACCESS Operations team within a leading financial services organization. This role will provide first-level support for BNY’s Eagle platform, which manages critical data and analytics for the financial markets. The Analyst will handle day-to-day technical support requests, including password resets, report loading issues, and other quick fixes, while routing more complex cases to the appropriate teams. This is a contract role based in Boston, MA operating on a rotating shift schedule (8:30 AM – 5:00 PM and 2:00 PM – 10:00 PM, alternating bi-weekly). The ideal candidate will have 1–3 years of help desk experience, strong communication skills, and familiarity with ticketing systems such as ServiceNow. While prior Eagle platform knowledge is not required, training and knowledge articles will be provided. Key Responsibilities: • Serve as the first point of contact for all email- and ticket-based requests via ServiceNow or other systems • Troubleshoot and resolve basic technical issues (e.g., password resets, reports not pulling, incorrect data outputs) • Route more complex or critical tickets to the appropriate teams, ensuring accurate escalation and follow-up • Manage daily ticket volumes (~100 per day) and track progress through resolution • Participate in handling 5–7 active cases, coordinating with team members and joining calls as needed for updates • Respond to high-priority (P1) incidents with urgency, ensuring proper escalation and communication • Rotate bi-weekly between day shift (8:30 AM – 5:00 PM) and evening shift (2:00 PM – 10:00 PM / 1:00 PM – 9:00 PM post-DST) • Utilize internal knowledge articles and procedures to troubleshoot issues efficiently • Collaborate with the team and provide hand-offs to offshore support teams during shift changes • Support small projects and process improvements as needed Qualifications: • Bachelor’s degree (required – 4-year degree; certifications not necessary) • 1–3 years of experience in a help desk, service desk, or technical support role • Familiarity with ServiceNow or similar ticketing systems • Strong communication skills with the ability to explain technical issues to both technical and non-technical users • High attention to detail and ability to follow complex procedures • Strong organizational skills to manage multiple tickets and cases simultaneously • Proficiency with Microsoft Outlook and Excel Preferred Experience: • Exposure to Oracle, SQL (ability to run simple queries), and Linux environments • Experience with Azure or other cloud technologies • Prior financial services or data analytics platform experience (a plus, not required) Why Join Us: This role offers the opportunity to gain hands-on technical support experience within a high-demand financial services platform. You’ll work closely with a lean, collaborative team, reporting directly to the Hiring Manager while partnering with global support teams. With structured training and knowledge resources provided, this is an excellent opportunity for someone early in their IT career who is eager to grow technical skills, work independently, and contribute to supporting critical financial operations. At BNY, our culture speaks for itself. Here’s a few of our awards: • America’s Most Innovative Companies, Fortune, 2024 • World’s Most Admired Companies, Fortune 2024 • Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024 • Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024 • “Most Just Companies”, Just Capital and CNBC, 2024 • Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024 • Bloomberg’s Gender Equality Index (GEI), 2023” Pay Rate Range Min Pay Rate Max Pay Rate Currency Unit 37.89 47.37 USD hourly Additional Notes Applications will be accepted on an ongoing basis. This posting is for a contract assignment with Tundra Technical Solutions to provide services to Bank of New York (BNY). Please note that this is not a full-time employment opportunity. Candidates selected for this role will be engaged as contractors for the specified duration of the project. For any inquiries regarding the terms of the contract or engagement, please contact Tundra Technical Solutions directly. Benefits Information Optional benefits offering include medical, dental, vision and retirement benefits via Tundra Technical Solutions.