Manager, ITSM Production and Online Support (932650)

Position Summary

This position reports to the Senior Manager, IT Service Management and is responsible for Production and Online Support delivering results for support the business and IT teams within Purpose Financial. This role requires the successful candidate to quickly gain an understanding of the product architecture, support needs of the IT Environment and liaison with other IT units to handle escalations, online support, event monitoring and other responsibilities as assigned.  This role will be a leader in the growing online support area of Purpose Financial.

Job Responsibility

Support

• Responsible for providing support to customers in all business units.
• Investigate and diagnose problems with our core applications.
• Responsible for Production and Online Support teams’ delivery and activities.
• Respond to escalations from ITSM Service Desk and Customer Experience teams.
• Staff support for product launch validations.
   

Influence  

• Act as a liaison with other IT Units regarding Production and Online Support.
• Identify opportunities for improvement in Production and Online Support.
   

Drive   

• Take ownership of support issues and push them to resolution.
• Take ownership of specific projects and push to completion.
• Project manage and own internal projects as needed.

Job Responsibilities Cont.

Maintain 

• Maintain team SOP documentation and scheduling information.
• Responsible for metric reporting of the Production Support.
   

Manage

• Manage Production Support team members daily and weekly activities related to resolving customer tickets.
• Staff subject matter experts for collaboration with Tier 2 escalations.
• Staff subject matter experts for Problem Management and Event Management calls.
   

Accountability

Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Ethics and Information Security Policies.

Education Required

Bachelor’s Degree or relevant experience.

Experience Required

5-10 years’ experience in IT including product support in the online space. 5-10 years’ experience handling application support. Basic understanding of networking, Windows, SQL server databases, Snowflake, Elastic, scripting, web applications, AWS, ServiceNow, and mobile applications. Experience in the lending and loan servicing industry required. Knowledge of FUSE and prior FUSE Support preferred.

Knowledge Required

Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Knowledge and experience of IT Service Management, Change Management and ITIL. Ability to read, write, evaluate, and apply information.  Ability to interact professionally and exhibit appropriate social skills. Knowledge of SQL and Online based programs.  Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.  Ability to understand the management of enterprise systems and change tracking. Ability to quickly gain a detailed understanding of the loan processing and management systems, as well as the production and test environment infrastructure.  Ability to develop and maintain positive business relationships. Ability to be organized and good at multi-tasking.  Ability to coordinate team members during scheduled maintenance and during problem management incidents, including sending event messaging, attending weekly event meeting, initial vetting and review of tickets submitted for Tier 2 escalation, serving as a lead escalation point for the IT Service Desk, identifying incidents, trends, impact and other items as requested.

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.; driving and having access during the workday to an insured and reliable transportation; 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.

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