Job Description

What does it mean to be a System Support Specialist II at GLS?

The System Support Specialist IIis responsible forsupportingassigned, proprietary GLS system components This includes managing issues with the vendors of the various software-as-loan servicing platforms that comprise the operational processesThis position will be responsible for building close working relationships with business, IT, and vendor partners.

How will you drive value within the organization as a System Support Specialist II?

Ticket Escalations

• Identify and prioritize incidents requiring urgent attention. Identify Problems from incident commonalities.
• Resolve escalated single-user tickets.
• Create and maintain knowledge base articles for Tier 1 Service Desk personnel to increase first call resolution of tickets.
• Create and disseminate training materials to agents, leaders, and Learning & Development for recurring user error incidents.
• Provide monthly reports on frequently reported single-user incidents, problems, and ticket-elimination projects to business leaders.
• Build business cases for product enhancement efforts to Tier 3 for automation or elimination of ticket drivers.

Major Incident Management

• Communicate incident updates to affected stakeholders.
• Engage and coordinate communications with Tier 3 Support or the Vendor for resolution of the major incident.
• Document business impact, timeline, corrective action, follow-up tasks, and root cause of the major incident. Quantify incident impacts to the business.
• Provide monthly reports on system health to business leaders.
• Lead postmortem on GLS-initiated major incidents.
• Partner with Vendor for RCAs and future mitigation actions on Vendor-initiated major incidents.
• Manage process and technical follow-up tasks as Problems to prevent the major incident from recurring.

Problem Management

• Coordinate Problem resolution with responsible engineering group.
• Document temporary workarounds for Tier 1 and Tier 2 Support.
• Provide status updates on Problem resolution to stakeholders.

Project Support

• Be familiar with upcoming GLS releases of new functionality and impact to the business.
• Create Informational Notifications for GLS of planned Vendor releases. Track upcoming Vendor releases for new functionality and possible business impact.
• Validate upcoming changes to find issues before rollout to main user base.
• Participate in vendor evaluations and proof of concept for new projects or system replacements.
• Maintain the CMDB for the relevant business area (once established).
• Provide support for the ITSM solution.
• Perform other duties as assigned by members of management, and participate in or lead special projects as needed.

What should you already know to be successful as a System Support Specialist?

• Minimum of bachelor’s degree required.
• Minimum of 2 years’ experience in an information technology role required.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, and interact at all levels within the organization.
• Strong verbal and written communication skills.
• Team player that can adapt in a fast paced and changing environment.
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; Ability to quickly learn new computer applications as required.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.
• Commitment to exemplifying the organizational core values and key competencies.
• Ability to think strategically and deliver tactically.

• Must be able to work at a desk/in a seated position up to 100% of the workday
• Must be able to constantly operate a computer and other standard office equipment
• Must be able to talk and hear to exchange accurate information
• Must have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
• This position is full-time
• The position does require domestic travel up to two weeks annually