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Software Support Analyst

2 months ago

Lincoln, Nebraska, United States Union Bank & Trust Company Full time
Job Overview

Key Responsibilities:

75% Application Support

  • Deliver comprehensive user assistance for banking software solutions through various communication channels.
  • Monitor the daily functionality of banking software systems while addressing user inquiries to resolve issues through technical documentation, vendor assistance, or user collaboration.
  • Provide guidance and coordination with cross-functional teams to ensure effective implementation and ongoing support. Assess and prioritize customer requests for product modifications and enhancements.
  • Oversee support ticket escalations from frontline staff, conducting thorough research before escalating to vendor support when necessary.
  • Execute change management requests and ensure compliance with established change management protocols. Engage in the revision and execution of company policies impacting immediate operations and potentially the entire organization.
  • Investigate and evaluate both basic and complex challenges related to organizational processes and systems. Propose recommendations for enhancing efficiency and practices. Simulate and assess process improvements, communicating changes to relevant business units and providing training as needed.
  • Diagnose and devise technical solutions related to software, working independently or collaboratively. Develop alternative procedures when standard methods fail, ensuring timely resolution of issues. Escalate urgent matters requiring specialized knowledge to appropriate resources.

25% Systems Analysis & Project Management

  • Act as a project implementer for small to medium-scale initiatives and releases, ensuring consistent and successful project outcomes. Collaborate with product development teams to establish product requirements.
  • Engage with clients to understand their information processing or computational needs, determining the suitability of pre-existing application packages and customizing them for user environments.
  • Maintain a thorough understanding of banking software applications and stay updated on industry trends and best practices.
  • Test, maintain, and oversee computer and application server programs and systems, including coordinating the installation of software.
  • Comply with all relevant bank policies, laws, and regulations pertaining to the role. Complete necessary compliance training and adhere to internal processes and controls.
  • Report any compliance issues or violations of laws or regulations as per bank policy guidelines.
  • Regular and dependable attendance is crucial for this position.
  • Perform additional job-related tasks or special projects as assigned.

Qualifications:

  • 3-5 years of experience in Loan Origination, Operations, Servicing, or Training is required.
  • nCino Commercial Loan Origination System Administrator Certification is expected within 18 months of employment.
  • Proficient in Microsoft Word, Excel, and other financial system software.
  • Demonstrated ability to comprehend complex business and technical concepts.
  • Experience in vendor management related to support and issue escalation.

Preferred Skills:

  • Ability to adapt and remain flexible in a fast-paced environment.
  • Strong problem-solving skills.
  • Effective communication abilities.
  • Highly organized and detail-oriented.
  • Independent yet collaborative work style.
  • Efficient in managing multiple projects simultaneously.

Work Environment:

This position primarily involves indoor work with occasional exposure to outdoor elements. Lifting or carrying items up to 10 pounds may be required occasionally. After-hours or weekend work may be necessary. This role is eligible for a hybrid work-from-home arrangement following the completion of onboarding.

PLEASE REVIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.