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

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

Competitive base pay and performance bonuses, dependent on role
Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
401K with employer match and 100% immediate vesting
Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
Paid Volunteer Time Off (VTO) Annually
Tuition Reimbursement
Parental Leave
Business casual work environment

System Support Specialist

Key skills