Global Lending Services LLC

System Support Specialist II

Global Lending Services LLC

full-time

Posted on:

Location Type: Hybrid

Location: Greenville • South Carolina • United States

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Tech Stack

ITSM

About the role

  • Identify and prioritize incidents requiring urgent attention.
  • Identify Problems from incident commonalities.
  • Resolve escalated single-user tickets.
  • Create and maintain knowledge base articles for Tier 1 Service Desk personnel to increase first call resolution of tickets.
  • Create and disseminate training materials to agents, leaders, and Learning & Development for recurring user error incidents.
  • Provide monthly reports on frequently reported single-user incidents, problems, and ticket-elimination projects to business leaders.
  • Build business cases for product enhancement efforts to Tier 3 for automation or elimination of ticket drivers.
  • Communicate incident updates to affected stakeholders.
  • Engage and coordinate communications with Tier 3 Support or the Vendor for resolution of the major incident.
  • Document business impact, timeline, corrective action, follow-up tasks, and root cause of the major incident. Quantify incident impacts to the business.
  • Provide monthly reports on system health to business leaders.
  • Lead postmortem on GLS-initiated major incidents.
  • Partner with Vendor for RCAs and future mitigation actions on Vendor-initiated major incidents.
  • Manage process and technical follow-up tasks as Problems to prevent the major incident from recurring.
  • Coordinate Problem resolution with responsible engineering group.
  • Document temporary workarounds for Tier 1 and Tier 2 Support.
  • Provide status updates on Problem resolution to stakeholders.
  • Be familiar with upcoming GLS releases of new functionality and impact to the business.
  • Create Informational Notifications for GLS of planned Vendor releases. Track upcoming Vendor releases for new functionality and possible business impact.
  • Validate upcoming changes to find issues before rollout to main user base.
  • Participate in vendor evaluations and proof of concept for new projects or system replacements.
  • Maintain the CMDB for the relevant business area (once established).
  • Provide support for the ITSM solution.
  • Perform other duties as assigned by members of management, and participate in or lead special projects as needed.

Requirements

  • Minimum of bachelor’s degree required.
  • Minimum of 2 years’ experience in an information technology role required.
  • Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
  • Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, and interact at all levels within the organization.
  • Strong verbal and written communication skills.
  • Team player that can adapt in a fast paced and changing environment.
  • Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; Ability to quickly learn new computer applications as required.
  • Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.
  • Commitment to exemplifying the organizational core values and key competencies.
  • Ability to think strategically and deliver tactically.
Benefits
  • Must be able to work at a desk/in a seated position up to 100% of the workday
  • Must be able to constantly operate a computer and other standard office equipment
  • Must be able to talk and hear to exchange accurate information
  • Must have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
  • This position is full-time
  • The position does require domestic travel up to two weeks annually
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementproblem resolutionknowledge base creationreportingroot cause analysisprocess managementITSMCMDB maintenancevendor evaluationsystem health monitoring
Soft Skills
interpersonal skillsinitiativeconflict managementcommunication skillsteam playerorganizational skillsattention to detailstrategic thinkingtactical deliveryadaptability