Associate Experience Analyst at Umpqua Bank

| Spokane, WA
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Job Description

The Associate Experience Analyst will provide support to internal employees for software and application related issues.Mature and grow the ServiceNow product via development of the ITSM suite. Troubleshoot core bank applications, Microsoft applications, and Operating Systems. Collect information, work tickets, perform triage, and resolve or escalate issues related to software requests and application software to the appropriate staff. Utilize various tools to support software distribution and deployment. Maintain and support the compute environment from a client OS perspective, with an emphasis on patch management and client health.


  • Responsible for installing, configuring, troubleshooting, and resolving escalated incidents with respect to networking and desktop environments, including remote access and VPN.
  • Mature and grow the ServiceNow Service Catalog/Asset Management/Service Portal products, via javascript and API calls.
  • Monitor tickets submitted in ServiceNow by identifying trends and accurately capturing details to determine incident trends, and improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed.
  • Identify and troubleshoot software and operating system issues.
  • Partner with third party vendors to deliver a variety of software and applications into our current ServiceNow environment, via integrations.
  • Administer diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
  • Demonstrate the knowledge to become a SME (Subject Matter Expert) in various aspects of IT including but not limited to: ServiceNow ITSM product, Windows OS (10, 11), Microsoft Office 365, Printer/Multi-Function Device Technology. Develop processes and procedures based on developed SME (Subject Matter Expert) roles.
  • Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities - knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
  • Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
  • Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.


H.S. Diploma/GED Required

  • Bachelor's Degree in Information Technology
  • 4-7 years of practical experience in personal computer network environment. Bank related experience preferred.
  • Advanced TCP/IP Protocols and PC knowledge, including hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
  • Extensive knowledge of Windows Operating Systems, ServiceNow SaaS, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
  • Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
  • Ability to manage time efficiently and work under stressful conditions.
  • Proficient understanding of computer hardware/software architecture concepts and technology related terminology. Experience logging tickets in call tracking software. Basic knowledge of accounting/record keeping. Ability to work in a stressful environment, including crisis situations.
  • Demonstrate continuing education through independent studies, monthly subscriptions, and periodicals.
  • A+ and Network+ certifications required
  • MCP (Microsoft Certified Professional) Preferred
  • Previous experience with JavaScript, JSON, API implementation Preferred

Physical Requirements and Working Conditions

Work involves:

  • Sitting
  • Occasional walking
  • Lifting to 10 pounds
  • Office Environment


  • None

No relocation is offered.

About Us

We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. Greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs, and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.

Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

More Information on Umpqua Bank
Umpqua Bank operates in the Fintech industry. The company is located in Roseburg, OR. Umpqua Bank was founded in 2022. It has 3508 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 8 open jobs at Umpqua Bank, click here.
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