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TOPS Sr. Support Business Analyst

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Job ID R-023268 Date posted 05/11/2022 Primary Location SC-Fort Mill Other Locations TX-Austin

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you! 

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

LPL Financial is seeking a Sr. Support Analyst for the Technology Operation Planning & Support (TOPS) team.  TOPS serves as a centralized application escalation group for internal help desks, product/development and infrastructure operational teams.  The Sr. Support teammate will support multiple wealth management applications/tools developed in-house as well as 3rd party hosted software.  Teammate will provide Tier 2 technology support that includes incident ticket management, issue/root cause analysis, production support release coordination, break/fix, and defect management, system monitoring and small enhancements across entire LPL application platform.


  • Interface daily with LPL trade desks to understand their concerns and pain points and provide solutions

  • Partner with 3rd party brokerage/wealth management vendors and LPL infrastructure teams on system/data issues

  • Monitors systems operation; reviews daily reports including but not limited to tickets, error reports of web application and system issues; researches resolves and tracks reported issues

  • Provide incident and problem management ticket updates

  • Proactively research and recommend enhancements to improve capacity, performance and reliability

  • Translate technical details into functional terminologies and document when applicable

  • Detect, triage and solve technology delivery issues effectively

  • Ensure contingency activities are covered related to system/application availability

  • Ensure service level agreements are met daily

  • Review post-production issues, analyze, and suggest solutions

  • Partner with service management team to ensure problem tickets have complete root cause analysis and preventative actions defined

  • Field occasional escalations from upset customers

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.


  • 4+ years of technical support and/or help desk experience

  • 2+ years of familiarity with ITIL application management, change management and release management processes

  • 2+ years of experience working with service management tools (e.g. ServiceNow, Remedy)

Core Competencies:

  • Adapt to rapidly growing environments and advise\recommend required system enhancements and maintenance

  • Cross collaborate with multiple teams like middleware, infrastructure and application development teams, in providing both short-term and long-term resolutions

  • Ability to influence others to adopt a new perspective and handle interpersonal issues with tact and diplomacy

  • Strong verbal and written communication skills with both technical and non-technical audiences, with a keen attention to detail

  • Ability to interpret internal and external business challenges and implement best practices to improve products, processes, or services

  • Capable of effectively organizing, prioritizing and executing tasks utilizing resources and tools

  • Ability to identify issue proactively rather reacting to a problem

  • Ability to create positive professional relationships across various technology groups.

  • Thorough understanding of the software development life cycle and willing to adapt to LPL’s SDLC (Software development Life Cycle) process


  • Bachelor degree in technology-related discipline (e.g. BS Information Technology)

  • Strong customer service background

  • Financial services/Wealth Management experience

  • Application Performance Management (SolarWinds, Dynatrace, Alertsite)

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  Learn more here

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (800) 877-7210.

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