Responsible for coordinating and driving activities to ensure an optimal experience from defining the customer’s end-to-end journey to managing technical inquiries during their integration with U.S. Bank APIs.
Collaborates across business and technical teams to contribute to the success of our API operations services.
Defines the workflows undertaken during execution, creates the training materials, and drives system enhancements to improve operating efficiency.
Assists in setting up customer access to our API products, notifying of events that may affect their API services, and providing technical assistance in our customer-facing environments.
Tracks and monitors the customer requests through completion, while providing excellent service and support.

Requirements

Bachelor's degree, or equivalent work experience
Typically five or more years of related experience
Advanced understanding of ITSM and AGILE methodologies
Customer-facing support or experience working with APIs from either a technical standpoint, such as support, testing, or development with experience using REACT.js, Python, Node.js, or C#
Experience working with logs and analyzing http status codes via logging tools such as Kibana or Splunk
Experience defining product backlog (epics and stories) for system enhancements and defects
Experience with process improvement implementation and/or training (such as Lean Six Sigma)
Experience in technical writing and/or communications experience which involved the definition of workflows, procedures, and training materials for technical and non-technical audiences
Experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now and hosting workshops and training sessions for both technical and non-technical audiences
High attention to detail, information design and visual presentation, and strong organizational skills
Strong influencing and partnership/collaboration skills to drive cross-functional teams
Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision
Ability to quickly learn new skills and processes while also being adaptable to changing requirements
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
Effective verbal and written communication skills.

Benefits

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Applicant Tracking System Keywords

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

Hard Skills & Tools

APIsREACT.jsPythonNode.jsC#ITSMAGILELean Six Sigmatechnical writingprocess improvement

Soft Skills

customer-facing supportattention to detailorganizational skillsinfluencing skillscollaboration skillsadaptabilitycommunication skillstraining skillsproblem-solvingtime management

Certifications

Bachelor's degreeLean Six Sigma certification