Monitor, triage, resolve, and reassign support tickets in the ticketing system.
Ability to implement system changes via code (e.g., JavaScript, Python, SQL) or configuration updates within financial and business applications.
Create reports and dashboards in Power BI and other analytical software to support business operations and decision-making.
Alert team members and stakeholders of new issues and potential system outages.
Collaborate with internal teams and the systems supervisor to process tickets and coordinate incident responses.
Assist with onboarding, training, and access setup for new users.
Identify and implement automations for ticketing and onboarding processes using scripting and automation tools (e.g., JavaScript, Python, SQL, Excel, Power BI).
Provide Tier 1 support for DFC, ensuring high-quality customer service.
Document processes, create user guides, flowcharts, and maintain clear records.
Perform additional duties as assigned.
Requirements
Experience with ticketing systems (e.g., ServiceNow, FreshService) preferred.
Familiarity with scripting and automation tools such as JavaScript, Python, SQL, Excel, and Power BI.
Strong customer service and communication skills.
Ability to learn new tools and processes quickly.
Attention to detail and effective troubleshooting skills.
Bachelor’s degree or equivalent experience in analytics, data, or IT support preferred.