System Support Specialist
Global Lending Services LLC
full-time
Posted on:
Location Type: Hybrid
Location: Greenville • South Carolina • United States
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About the role
- Troubleshoot and resolve issues as quickly as possible
- Coordinate testing related to production issue resolution and afterward develop proactive training related to the issues
- Learn from and document solutions provided by vendors and upper-tier resources to constantly reduce the need for escalation
- Identify and prioritize incidents requiring urgent attention
- Determine impacts on workflows and the overall business
- Develop detailed functional and technical descriptions of issues
- Engage with management and other subject matter experts to gather data on production issues
- Drive escalation decisions with vendors and management
- Assist with or provide root cause analysis of servicing incidents in a timely manner
- Communicate resolutions using various media such as spreadsheets, charts, diagrams, or other documents to educate operations staff describing the problem, process, or the intended functionality
- Enhance monitoring tools to capture and diagnose incidents
- Create knowledge base articles related to the servicing domain and train Tier 1 staff within that scope
- Follow feature implementation schedule for monitoring of issues and training purposes
- Support ongoing system maintenance work
- Build close working relationships with both business, IT staff, and vendor partners
Requirements
- External candidates require a Bachelor’s degree in Statistics, Mathematics, Economics, Finance, Engineering, Computer, Information Technology, or a related field
- Proficient computer skills and ability to quickly learn new computer applications as required. Working knowledge of SQL and/or Python preferred
- Strong written, verbal and interpersonal communication skills while presenting ideas in business-friendly and user-friendly language
- Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
- Exceptional interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
Benefits
- Competitive base pay and performance bonuses, dependent on role
- Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
- 401K with employer match and 100% immediate vesting
- Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
- Paid Volunteer Time Off (VTO) Annually
- Tuition Reimbursement
- Parental Leave
- Business casual work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLPythonroot cause analysisincident managementfunctional descriptionstechnical descriptionsmonitoring toolsdata analysistroubleshootingtraining development
Soft Skills
written communicationverbal communicationinterpersonal skillsinitiativeconflict managementinfluencejudgmentcross-functional collaborationproblem-solvingpresentation skills