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Product Support Analyst

1 month ago

Red Oak, United States Farm Credit Full time
Job Summary

**Hybrid role - candidate can be based out of Omaha NE, Fargo ND or any retail location within our footprint and must work a percentage of each week in the office.**

Farm Credit Services of America (FCSAmerica) is a great place to work. You see it in our people and the relationships they have with each other and our customers. Our passion and commitment to serving both rural America and each other is key to our success in the marketplace.

As a Product Support Analyst - Salesforce, you will act as the support liaison between business users and product teams, thus requiring an in-depth knowledge of our lending and insurance processes and the business systems that enable those processes. In this role, you will be a well-rounded, solution-oriented thinker who provides exceptional business systems support.

You will work collaboratively with product owners and technical development to escalate support tickets when appropriate, and effectively communicate outcomes to end users. Together we are building the future of financial services and business systems, one innovative product, service, and idea at a time.
Essential Duties & Responsibilities
  • Within a domain of responsibility, provide 2nd-level user and production support for the business systems supporting the Associations' lending and insurance processes.
    • Troubleshoot to resolve issues and collaborate with product owners and business technology when an issue requires escalation.
  • Actively monitor system effectiveness based on key metrics and Association goals. Analyze support tickets and results of key metrics to identify trends, understand the issues and draft recommendations to product management for future development.
  • Provide support for change management activities to promote successful user adoption.
    • Serve as a resource in the development and facilitation of end-user training.
    • Assist in creating and maintaining self-help knowledge articles.
    • May serve as a resource for end-to-end scenario testing to build necessary knowledge to support end users.
Education Requirements
  • 4 Year / Bachelors Degree Preferred in business technology, business, accounting, or finance
Years of Experience
  • 2+ years of business system support (including researching and analyzing system issues) and product development
  • 3+ years of credit, lending or insurance operations experience with emphasis on process or system development