Senior Application & Technical Support Specialist (financial Institutions)

Senior Application & Technical Support Specialist (Financial Institutions)

As a Senior Application & Technical Support Specialist supporting our Axiom Financial Institutions (FI) solutions, you will provide application guidance and technical support to customers across financial planning, forecasting, and reporting workflows.

You will partner directly with finance and operations stakeholders to resolve complex system and data challenges, ensuring their Axiom solutions are operating effectively and delivering accurate, reliable insights. In this role, you will combine strong financial systems knowledge with advanced troubleshooting skills to support customer success, drive issue resolution, and contribute to continuous improvement.

Key Responsibilities

• Demonstrate strong knowledge of Axiom FI modules and financial planning processes, including budgeting, forecasting, and reporting, to effectively support customer needs.
• Investigate and resolve complex and escalated customer issues related to data, calculations, integrations, and system performance. Perform root cause analysis and implement sustainable solutions.
• Own customer communication from initial contact through resolution. Provide clear guidance, set expectations, and ensure a high-quality customer experience.
• Build relationships with customer stakeholders, including senior finance and operations leaders, to understand business needs and support effective system usage.
• Analyze financial data, models, and system outputs to identify discrepancies, validate results, and recommend solutions aligned with business objectives.
• Partner with Product, Engineering, and DevOps teams to escalate and resolve issues, while providing feedback to improve product functionality and customer experience.
• Share expertise with team members, contribute to documentation, and help elevate team capabilities through guidance and best practices.
• Identify trends in customer issues and recommend improvements to processes, configurations, and system usage.
• Effectively prioritize and manage multiple cases, ensuring timely resolution within SLAs and accurate documentation of all interactions.

Qualifications

• 4–6+ years of experience working at a bank or credit union in financial operations or financial systems support
• Experience supporting financial planning, budgeting, or reporting systems
• Strong understanding of budgeting, forecasting, and variance analysis
• Proven ability to troubleshoot complex technical and data-related issues
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

• Experience supporting financial institutions (banking, credit unions, or fintech)
• Experience using Axiom, Stratajazz, or EPSI solutions Familiarity with SQL or data structures
• Advanced Excel skills
• Experience with Salesforce or case management tools Customer-facing support or consulting experience

Estimated Salary Range: $75,000-90,000 Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home.

Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you're currently reading this and hesitating to click "Apply" for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience. Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to careers@stratadecision.com.

Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community. We believe that each of our team member's unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.

Our Core Values: While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

• We connect with positive intent.
• We are helpful.
• We own it.
• We get better every day.
• We are humble.