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Key Responsibilities

• Trend Analysis: Provide regular updates to key Field Leader positions (Field Engagement and Implementation, Regional Director of Operations, Field Vice President) through Business Intelligence dashboard and technology support issues/analysis on the health of each region. Provide thought leadership and continuous improvement opportunities on how to address technology challenges. 
• Experienced Advisor Recruiting (EAR): In conjunction with corporate and regional recruiting personnel, represent Ameriprise Technology as a subject matter expert. Attend all Foundation and Discovery calls, providing guidance for the technical execution of the onboard. Lead the new advisor/staff technology onboarding process by ordering, configuring, and installing computer equipment, hardware, mobile phones, printers and software applications. Drive the execution of the onboard through either remote assistance, vendor management, or when applicable, traveling onsite. 
• Risk Mitigation: Working with Ameriprise Information Security, Supervision, Compliance, and applicable 3rd parties, own the remediation process for discovered technology risk. Execute random internal checks as it pertains to technology adherence. Seek opportunities to further harden technology across all practices.  
• Problem Management: Provide end-to-end oversight of critical technology incidents. Coordinate efforts of support teams to drive service restoration targets. Collaborate with technology teams to develop corrective action or workarounds to resolve incidents. Ensure action plans are established to address recurring issues, including escalation and effective hand-off to other teams as required. Ensure compliance with incident management processes, procedures, and regulatory adherence.
• Enable the adoption of Ameriprise technology solutions by proactively coordinating, communicating and providing 1:1 support for important corporate driven technology changes and implementations.  Support the introduction of new hardware/software or changes/enhancements for users of Ameriprise technology products by helping them understand how to leverage technology within their practice.  In partnership with the field ops team, communicate and share important information with each branch office.  

Required Qualifications

• Bachelors degree or equivalent with a degree focus in Business, Computer Science, Information Technology or related field; or equivalent work experience.
• 3-5 years of relevant experience.
• 3-5+ years of incident management experience including hardware/software/network configuration, and incident management support.
• Excellent written, verbal, and presentation skills, as well as the ability to communicate technical information in a non-technical manner.
• Excellent organizational and time management skills especially in the case of fluid or conflicting priorities.
• Expert level customer service/support skills and the ability to proactively anticipate, critically think through, and resolve technical problems.
• Up to 40% travel required.   

Preferred Qualifications

• Strong, technical, understanding of supporting Microsoft operating systems. Azure Active Directory, MS Office, Power BI, with associated certifications (e.g. MSP, MCSA).
• IBM ServiceNow experience specific to incident, knowledge, and process management.
• Proficient, or able to gain proficiency with, a broad array of security software, business applications and tools. (Symantec DLP, zScaler, Sumo Logic, CyberArk, web proxy filtering tools).
• Strong background deploying and documenting technology solutions to support security processes, audits, international and third-party business relationships.

About Our Company
We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.