Position Overview:Support the Line of Business users by troubleshooting inquiries, logging & tracking issues, and assisting in triaging situations. Additionally, contribute to the existing Agile process for prioritizing user stories across multiple business processes and stakeholders.
Key Responsibilities:- Understand & analyze cross-functional impacts of business requirements to configuration, process, workflow, and reporting.
- Perform and/or coordinate UAT testing; work on defect remediation with relevant teams.
- Act as a point of contact for day-to-day support of platform users, addressing queries, facilitating access, and identifying and resolving issues.
- Contribute to the design and execution of a broader support model, including self-service materials, in coordination with the roadmap.
- Maintain and improve a knowledge base & training materials accessible by the support team and business users.
- Create and maintain custom reports and dashboards for various teams.
- Provide ongoing support for platform evolution and participate in projects as a Subject Matter Expert.
Qualifications:Must-Have:- Bachelor's Degree or equivalent.
- Minimum of 4 years experience in a technical support and/or customer service role.
- Minimum of 1 year's experience in a technical or business-related role or relevant certification.
Skills and Knowledge:- Experience in financial services with a solid understanding of relationship management and/or credit underwriting.
- Strong interpersonal, verbal, and written communication skills.
- Strong project management skills.