Platform Specialist

SALARY RANGE

$50000-$55000

POSITION LOCATION

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

POSITION PURPOSE

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 DESCRIPTIONS

Job 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 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 appropriate.

In 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.