Job Description

• Lead the analysis of root cause factors that prevent production systems and processes from being highly reliable, accurate and efficient.
• Act as a dedicated Point of Contact (POC) for multiple enterprise clients
• Analyze processes, recommend process improvement, and maintain formal documentation.
• Development assistance and implementation of initiatives that reduce bottleneck or eliminate dependence on manual operations.
• Diagnose problems using written procedures; and/or apply analytical skillset to triage reported defects and route those issue to the appropriate Resources for resolution; escalate as necessary.
• Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches.
• Identify opportunities to eliminate significant amounts of ad hoc reporting requests by developing alternative strategies that give internal and external customers the ability to gather information required; eliminating IT support in most instances.
• Understand future direction and enhancements on all assigned applications.
• Tier II Support of Production Applications; including, alert monitoring, opening Incident tickets, general escalation, and client / vendor coordination.
• Leverage specially designed reports and dashboards to augment the pool of information available to all Production Support Analysts as they triage and diagnose incident reports.
• Confirm incident logging on reported events affecting any systems, applications, or 3rd-Party vendors; ensure documentation for replication of solution.
• Ensure best practices and day to day performance standards and metrics support all clients.
• Maintain efficient and effective communication between client and support teams.
• Develop contacts and relationships with clients’ vendor support organizations.
• Ensure compliance with Service Level Agreements as contractually documented.
• Recruit, mentor, and lead Production Support Analyst.

KEY RESULTS AREA:

• Meet all internal and external SLAs for application uptime and issue resolution
• Improve overall Customer experience
• Utilize functional expertise within the application, including processes, tools, and best practices to execute independent complex problem solving.
• Influence product roadmaps and feature development to drive a reduction in customer issues

Qualifications

• Bachelor’s Degree or equivalent combination of relevant education and experience
• Minimum of 5 to 7 years of client relations experience
• Experience with Default Services and REO
• Versed in Microsoft, including Word, Excel, PowerPoint, Access, including client and server-side technologies
• Excellent written and verbal communication skills
• High level of business acumen and quick thinking; effective decision making
• Self-motivated and drive to succeed; work proactively with a minimal level of direct supervision
• Organizational and administrative skills, including problem solving and analytical skills
• Ability to assist with technical projects and partner with internal resources to solve technical issues
• Strong relationship / customer management skills; experienced with multiple dedicated clients in technical support environment
• Ability to multitask and prioritize job requirements, planning and coordination management
• Strong personal interaction, presentation, and phone interaction skills; ensure professional level etiquette
• On call as necessary

Additional Information

All your information will be kept confidential according to EEO guidelines.