Platform Specialist

SALARY RANGE $50,000-$55,000

POSITION LOCATION This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

POSITION PURPOSE Responsible for providing exceptional service and an advanced level of support to credit union user platforms. Works with other team members to deliver faster turnaround times on requests and provide a higher percentage of first-contact resolution. Receives and answers platform and technical questions and troubleshoots various requests. Utilizes electronic ticketing system to support both internal and external clients and escalate requests to other departments and/or MDT partners.

Courteously and promptly resolves questions and problems as assigned and maintains a professional relationship with clients.

DUTIES & RESPONSIBILITIES Tier 2 Support Escalation:
Serve as an escalation point for tier 1 teams, providing tier 2 support for complex issues.

Subject Matter Expertise:
Act as a Subject Matter Expert (SME) in troubleshooting and researching advanced platform issues, including those related to the Symitar Core , modules, and more.

Advanced Troubleshooting:
Utilize advanced tools and methodologies to gather necessary information for effective troubleshooting.

Issue Escalation:
Escalate issues to the appropriate teams and management to facilitate prompt resolution.

Quality Assurance (QA):
Perform quality assurance testing on assigned tickets to ensure resolution effectiveness.

Platform Initiative Participation:
Act as a stakeholder in new platform initiatives, contributing insights and expertise.

Batch Job Troubleshooting:
Troubleshoot batch job issues within the Symitar Core System.

Documentation Management:
Assist in keeping team documentation current and accurate, including updating the MDT and client knowledge bases.

Cross-Department

Collaboration:

Work closely with other departments to ensure smooth and timely workflow throughout the organization.

Issue Escalation:
Escalate issues to the appropriate teams and management to facilitate prompt resolution.

Management Updates:
Keep the management team informed of progress towards established objectives and report any significant challenges that arise.

Documentation:
Complete all required reports and records accurately and on time.

Meeting Participation:
Attend and actively participate in team/department meetings and committees as needed.

Training:
Provide and participate in cross-training as required.

Work Area Maintenance:
Maintain a clean, secure, and well-organized work area.

Special Projects:
Complete special projects and any other tasks or duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS High school graduate or equivalent required.

Financial Institution experience (Symitar preferred).

Experience with the Symitar core system.

Experience in a professional client services position where client services was the primary job function.

Experience with PC and associated hardware/software troubleshooting.

REQUIRED KNOWLEDGE Thorough understanding of customer service practices.

Knowledge of the Symitar core system.

WORKING CONDITIONS Special

No hazardous or significantly unpleasant conditions (such as in a typical office).Ability to cover different shifts.

Additional hours, including Saturday/Sunday support, as required.

Occasional in-state and/or out-of-state travel including overnight.

Long duration of computer workstation usage.

INTENT AND FUNCTION OF

JOB DESCRIPTION SJob descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.

Additional functions and requirements may be assigned by supervisors as deemed  accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
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