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Senior Systems Operations Engineer

WELLS FARGO BANK

San Francisco, CA,US

Accessibility is a key part of Wells Fargo's mission to empower all people and organizations to achieve more. Our internal assistive technology support team partners with multiple lines of business across the enterprise to make that vision a reality for people with disabilities. As part of this focus we are looking for a solution-oriented Accessibility Specialist with a strong background and knowledge of assistive technologies, accessibility and customer issue remediation. Are you passionate about improving the user experience of people using assistive technology? Are you able to assist others who have less experience in accessibility to maximize the functionality of their assistive technology software/hardware? Are you a technical, experienced professional capable of managing customer feedback and issues to improve accessibility across Wells Fargo? Do you possess strong organizational skills, excellent communication skills, and have a provable track record of juggling multiple issues simultaneously? Then read on!

General Responsibilities

We are looking for an Accessibility/Assistive Technology Specialist that will assist Wells Fargo team members in resolving accessibility issues that they may have with their assistive technology hardware/software, along with advocating for improved user experiences in our products and services to positively affect user experiences. The ideal candidate will have a wide range of skills and understanding for all aspects of disability, including visual, mobility, hearing, cognitive, and speech impairments, and how accessibility can drive improvements to the overall user experience.

In this role, you will:

Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
Work with vendors and other technical personnel for problem resolution
Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability

Required Qualifications, US:

4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
4+ years of working with assistive technologies. Examples: JAWS, NVDA, ZoomText, Dragon Naturally Speaking and various other assistive technology hardware/software.
Experience with accessibility and assistive technology on one platform: Windows, Android, Mac or iOS.
Demonstrated experience with Accessibility standards and guidelines such as: WCAG 2.1, Sections 508, 255, CVAA, EN 301 549 etc.

Required Qualifications, International:

Experience in Systems Engineering, and Technology Architecture, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Demonstrated experience with Accessibility standards and guidelines such as: WCAG 2.1, Sections 508, 255, CVAA, EN 301 549 etc.
Bachelor's degree in related field such as rehabilitation counseling, special education, disability studies, counseling, or psychology
Previous experience in a customer phase role with a strong emphasis in client satisfaction: exceptional skills in collaboration, consultation, communication, client support and analysis.
Certifications in accessibility fields are preferred. Examples: Trusted Tester, IAAP, CPACC etc.
Experience working directly with individuals from the disability community preferred.
Passion for assistive technology, accessibility and disability inclusion.
Strong written, verbal, and presentation skills.
Team player with proven ability to build trust and relationships while working in diverse teams across lines of businesses and time zones.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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