Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role:
SoFi is seeking a System Administration Analyst in our Workforce Management group who is passionate about customer experience and has the skills and experience to deliver outstanding results.
The Workforce Systems Administrator is responsible for the configuration, maintenance (access and licenses) and optimization of the workforce management tools and systems that support WFM and Operations. This role ensures system reliability, accuracy and alignment with operational needs while also serving as the primary liaison between business stakeholders, Unified Comms/IT and vendors.
What You'll Do:
- Administer, configure and maintain systems (Genesys, Intradiem, Verint, DPA, Jira, Confluence)
- Manage system access, security roles, access and permissions in compliance with organizational policies
- Troubleshoot technical and functional issues and partner with vendors for resolution and escalating concerns
- Data integrity through audits, monitoring and reconciliation
- Responsible for Jira Ticket processing and SLA response times (request/modify/delete access, team changes/manager assignments)
- Develop and maintain system documentation/SOP, user guides and training material
- Maintenance and creation of dashboards for monitoring
- Support testing, upgrades and deployment of use cases and enhancements
- Partner closely with Project Management and serve as a POC in relation to WFM projects and integrations
- Provide extensive support, direction, and education for WFM analysts and operations
- Ability to work independently and make sounds decisions with minimal to no guidance from manager
What You Need:
- Minimum 3+ years of experience using Verint as a desktop Administrator or Verint Data Analyst
- Experience with Verint scorecards, desktop analytics and WFM tools to optimize systems
- Systems and WFM experience required
- Experience with Intradiem, Genesys, Verint, DPA
- Skilled in Confluence, Jira, and Compass
- Knowledge of telephony, IVR, and ACD routing
- Extensive knowledge of Microsoft Excel for Data mining and reporting
- Attention to detail with ability to recognize and solve problems and support initiatives
- Excellent customer service skills: decision making, communication (verbal and written), ability to lead and direct meetings
- Ability to work independently as well as be a team player
- Equivalent work experience in a similar position may be substituted for educational requirements
Top Skills
What the Team is Saying
What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
Gallery
SoFi Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
