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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.