Solution Specialist, NAM Management

Job Description

The Solution Specialist's role is to deliver support to end users in the organization with respect to how to use various types of business/operational software programs efficiently and effectively in fulfilling business objectives. This is a regional position based in the Kansas City, Missouri office.

• Responsible for providing end user support and ensuring timely issue resolution for several applications. Includes troubleshooting applications, integrations and software for internal customers, such as operations, accounting, and other business units.
• Works collaboratively with Project Managers/Business Analysts, Development/Application Managers, Technical Architects, User Support, Infrastructure and others to ensure effective cross-project communication and issue management.

• Responds to users’ functional questions or issues.
• Documents user issues and work with other DT&A team members and users to grow the knowledge base and document best practices, procedures, controls, training materials, etc.
• Assists with on-going maintenance of software (i.e., software upgrades), including development of test cases and scripts and perform system testing.
• Perform functional impact assessment for incidents, by documenting business impact, identifying which process steps are disrupted due to reported incident.
• Responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related materials.
• Create and maintain current-state (as-is) process flows for supported applications.
• Document common workaround processes users rely on to complete
• Proactively recommend process changes, configuration improvements and training/SOP updates based on ticket trends, recuring user behavior and operational efficiency observations.
• In addition to after-hour availability, work away from Kansas City and travel may be required, subject to requirements and management guidance.

• Other duties and project activities as assigned

• High school diploma, Bachelor’s degree preferred in business or computer science

Basic qualifications:

• 2 years of experience with functional and technical aspects of major enterprise business systems and related technologies.

Preferred qualifications:

• Strong technical or operational experience in financial, business operations, or trading systems.

Basic qualifications:

• Working experience with standard business tools such as MS Windows Operating System and Office Suite (Word, Excel, etc.)
• Knowledge or hands-on experience in functional business areas, such as financial processing, standard accounting practices, information technology and trading operations
• Demonstrated ability to act in a support role to understand business processes, functional issues, related information technology needs and to work with Project Managers/Business Analysts to create solutions
• Ability to effectively manage multiple assignments and priorities
• Demonstrated experience establishing and maintaining effective working relationships with other business organizations; successful experience in working with diverse groups of people in a problem-solving environment
• History of applying varied approaches to solve complex business support challenges of significance to the organization
• Demonstrate excellent verbal and written communication skills
• Proficient at Touch Typing

• Typical office equipment: PC, telephone, printers, scanning

• Typical climate-controlled office environment. Extensions of regular working hours are occasionally necessary to complete time sensitive projects, attend training or to respond to emergencies. Spends long periods of time working on a computer screen. Occasional travel may be required.

• Not applicable.

• May assist with the following:
  Analysis of back-office business systems and integration processes; documents operational specifications requirements; translates business process into computer system requirements; reviews…