ITSM Production and Online Support Analyst (932666)

Position Summary

This position reports to Manager, ITSM Production and Online Support and, is responsible for supporting all Production environments.  This position supports internal customers from the business and IT groups specifically but will support others as needed, including potential direct customer support. This role requires the successful candidate to quickly gain an understanding of the product architecture and support needs for Purpose Financial, and to liaison with business partners to make sure projects and initiatives meet company objectives.  This role must analyze and respond to support requests in a timely manner based on agreed-upon SLAs, coordinate team and company specific projects, provide input from a business perspective and follow up on product specific issues as directed.  Other duties as assigned.

Job Responsibility

Support

• Responsible for providing support to customers across all business units.
• Investigate and diagnose problems with our core applications and associated services.
• Analyze incidents using LogRocket sessions, and application log / database files to determine customer impact.
• Follow up on product specific issues all the way to resolution.
• Work as needed across all areas of IT Service Management when requested.
• Assist with validation of Production software deployments.

Influence  

• Act as a liaison with business partners and IT to communicate progress, request information, manage expectations, and close out issues.
• Liaison with other IT Departments and develop processes and procedures for support of online, in-store, and legacy systems.

Drive   

• Take ownership of support issues and drive them to resolution.
• Take ownership of specific IT projects and push to completion.
• Drive innovation and new opportunities to support based on developing trends and metrics.

Manage  

• Log, track, and update tickets in ServiceNow. 
• Ensure change management procedures are followed when implementing changes or enhancements.
• Function as an escalation point for Service Desk and Customer Care incidents. 
• Document, track, and coordinate defects in Jira, in alignment with assigned project responsibilities.
• Manage internal projects and work with other teams as necessary.

Maintain 

• Maintain documentation, knowledge articles, and scheduling information.

Job Responsibilities Cont.

Education Required

Bachelor’s Degree or relevant experience. Microsoft Certification (SQL, MCSE or other relevant Microsoft certifications) or relevant experience.

Experience Required

• 1–3 years of application support experience and end-user support experience.
• Experience with ServiceNow for incident, change, and problem management.
• Familiarity with LogRocket for session replay and incident analysis.
• Experience with system monitoring tools: Elastic(Kibana, Synthetics, Alerts), Dynatrace, and/or Grafana.
• Familiarity with cloud-based data technologies including Amazon DynamoDB, Amazon Aurora, and Apache Kafka.
• Experience with Jira or similar issue/project tracking tools.
• Experience in the lending, financial services, or loan servicing industry a plus.

Knowledge Required

• Excellent written and verbal communication skills for in-person, phone, and email interactions.
• Adaptability and flexibility in a dynamic, high-volume, fast-paced environment.
• Ability to understand and ensure compliance with policies, procedures, and laws governing the financial services industry.
• Understanding of enterprise software deployment pipelines and change management processes.
• Ability to quickly gain a detailed understanding of company applications and systems through on-the-job learning.
• Ability to develop and maintain positive business relationships.
• Strong organizational and multi-tasking skills.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

As needed, from 0% to 25% depending on the needs of the business

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check. Willing to work after hours, overtime, on-call and weekends as needed.