System Support Specialist

System Support Specialist

As a System Support Specialist, you will be responsible for troubleshooting assigned proprietary GLS system components. This includes managing issues with the vendors of the various software-as-a-service platforms that comprise the operational processes.

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