Service Desk Analyst II

POSITION SUMMARY

The Service Desk Analyst II provides advanced‑level application and technical support across standard and enhanced FPI systems. This role involves complex troubleshooting, incident analysis, and problem resolution. Operating within defined Service Level Agreements (SLAs), this position emphasizes the delivery of high‑quality service, technical expertise, and continuous knowledge sharing. The Analyst serves as a liaison between end users and other IT functions, providing proactive support for enterprise‑wide applications.

• Deliver timely and high‑quality support to end users via phone, email, and service desk platforms (e.g., Service Now).
• Prioritize, triage, and resolve or elevate application or technical issues based on urgency and impact, in alignment with SLA and ITIL standards.
• Coordinate with internal departments to resolve service incidents and implement operational changes when required.
• Maintain in‑depth knowledge of business applications, including Salesforce, nCino, online banking applications, and Microsoft 365 tools.
• Accurately document support activities, resolutions, and troubleshooting steps in the incident management system (e.g., Service Now).
• Proactively share solutions and contribute to the development of internal documentation and user guides.
• Contribute articles to the Knowledge, perform AQI (Article Quality Index), and flag existing articles if they require updates by the support owner.
• Log and maintain vendor support incidents and take necessary steps to escalates if hitting roadblocks.
• Reproduce reported issues in test environments to validate user concerns before escalating development.
• Participate in on‑call rotations and adjust work hours as necessary to support standard hours between 7:00 AM – 9:00 PM ET.

• Support project‑related activities including documentation, system testing, and knowledge transfer.
• Monitor and reinforce SLA adherence and manage expectations with end users.
• Collaborate with peers and leadership to continuously improve service desk operations and processes.
• Actively engage in root cause analysis and post‑incident reviews for recurring or critical issues.
• Log and maintain vendor queues and vendor management in terms of escalations with the vendor or management if hitting roadblocks.
• Other related duties as assigned.

• Typically, 2 years of experience in IT support, service desk, banking systems, or enterprise application support.
• Demonstrated ability to troubleshoot and resolve software, hardware, and network‑related issues.
• Excellent communication skills (written and verbal) with strong customer service orientation.
• Ability to handle multiple high‑priority issues in a fast‑paced environment while maintaining composure.
• Proficiency in Windows 10/11, Microsoft Office Suite, and web‑based applications.
• Familiarity with troubleshooting tools such as Remote Desktop, Beyond Trust Bomgar, or Microsoft Remote Control.
• Bachelor’s degree in Computer Science, Business, or related field, or equivalent work experience.
• Experience using Service Now or similar ITSM platforms.
• Working knowledge of Salesforce, nCino, Mule Soft, online banking applications, and other cloud‑based applications.

• Ability to report to work in person and attend work‑related functions/activities.
• Ability to work at a desk and use a computer for extended periods.
• Ability to lift, carry, and move objects up to 10 pounds occasionally.
• Ability to occasionally travel as required.
• Ability to type and utilize various software programs efficiently and operate general office equipment.
• Ability to work in an office setting with moderate noise levels.
• Additional physical demands include frequent talking or hearing, occasional push/pull, stoop/kneel, bend/twist, and reach to retrieve or move items in a typical office environment.
• Must be able to work scheduled hours and overtime as needed.
• Hybrid or remote work arrangements.
• This role has been designated as a Hybrid role, offering the opportunity to work from home on Mondays and Fridays and in the office on Tuesdays, Wednesdays, and Thursdays.
• Exceptions to the designated work…