System Support Specialist

How will you drive value within the organization as a System Support Specialist?

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

What should you already know to be successful as a System Support Specialist?

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

Employment Requirements:

Work at a desk/in a seated position up to 100% of the workday

Constantly operate a computer and other standard office equipment

Talk and hear to exchange accurate information

Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading

The position does require domestic travel up to two weeks annually

This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, days and hours of work are Monday through Friday, 8:00am-6:00pm

Regular, predictable attendance is required, including in excess of 40 hours as business demands dictate

This role will participate in an on-call rotation for after-hours support