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Umpqua Bank Salesforce Admin / Technical Support Specialist - HYBRID - Financial Pacific Leasing in Tacoma, Washington

JOB PURPOSE

This role provides second level support to end users by handling service requests and incidents with an emphasis on Performance Management. During the daily course of troubleshooting hardware and software issues, the Tier 2 Specialist should triage, diagnose, and design predictive monitoring of the fragile artifacts that cause the most unplanned work. For each opportunity identified, the Tier 2 Specialist will work collaboratively with software engineering and/or TAG operational support to predict a failure and prevent the initial incident from reoccurring.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Strategy

  • Measure the continuous improvement initiatives by creating and alerting on key performance indicators (KPIs) and key risk indicators (KRIs).

  • Develop an environment to experiment with new performance measurements, approaches, and strategies.

  • Leadership

  • Challenge the status quo by consistently researching and proposing better means of delivering stable IT services.

  • Own the performance management opportunities and see them through to fruition.

  • Team Development

  • Continuously evaluate and improve the dashboards and alerts that monitor the systems and portfolios within the FinPac environment.

  • Develop strong stakeholder relationships and user confidence, maintaining effective lines of communication.

  • IT Operations

  • Identify, troubleshoot, and remediate the incidents that are causing the most unplanned work.

  • Consult and coordinate with risk and program managers to design, develop, and document automated early warning systems.

  • Transformation

  • Support the company through early problem detection, idea generation, developing creative solutions, and advising on industry "best practices”.

  • Demonstrate experience driving digital transformation and business growth through innovation and the implementation of technology.

SUPERVISORY RESPONSIBILITIES None

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • High School Diploma or GED.

  • Bachelor's Degree in IT, MIS, Finance, Business or related field preferred.

  • Familiarity with leasing institution system features and third-party products a plus.

  • 15 years of technical operations experience.

  • Knowledge of project management, ITIL, DevOps, or Scrum.

  • Knowledge of user acceptance testing methodologies, principles, and practices of process development and implementation along with comprehensive business unit system, software, and applications.

  • Intermediate PC program skills with experience with Excel, data warehouse products, and other similar systems. Familiar with troubleshooting internet connectivity and browser issues. Ability to handle complex problems to achieve department goals.

  • Extensive verbal and written communication skills for a variety of audiences (both technical and non-technical). Ability to analyze problems of a technical nature with high accuracy and attention to detail. Ability to accurately document problems and resolutions.

  • Possess a high level of analytical ability to understand sophisticated programs/systems for resolving business problems. Ability to respond promptly to customer needs. Ability to handle difficult or emotional customer situations.

  • Ability to set goals and objectives, prioritize and plan work activities using time effectively, meet deadlines and commitments, and work independently with little or no directional guidelines from manager.

PHYSICAL AND ENVIRONMENTAL DEMANDS

  • Office environment – no specific or unusual physical or environmental demands.

  • Limited travel.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of associates assigned to this job.

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