System Support Specialist
Core
Support proprietary GLS system components and manage issues with vendors supporting software-as-loan-servicing platforms.
Role type
System Support Specialist
Builds
Knowledge base articles, training materials, monthly reporting, and business cases for enhancements.
Domain
Financial services / Loan servicing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, root cause analysis, vendor coordination, knowledge base creation, training material development, stakeholder communication, change validation, CMDB maintenance, ITSM support, problem tracking
Preferred skills
Strategic thinking, tactical execution, self-motivation, adaptability, attention to detail
Technologies
CMDB, ITSM
Responsibilities
Identify, prioritize, and resolve urgent incidents; analyze recurring incidents to reduce repeat drivers; create and maintain knowledge base articles; develop training materials for agents and leaders; produce monthly reporting on incidents and trends; build business cases for automation; coordinate with Tier 3 Support and vendors for major incidents; document root cause analysis and corrective actions; lead postmortems for major incidents; validate changes before rollout; maintain the CMDB; support the ITSM solution.
Seniority
Mid-level, hands-on IC
