System Support Specialist II

Job description

What does it mean to be a System Support Specialist II at GLS? The System Support Specialist II is responsible for supporting assigned, proprietary GLS system components . This includes managing issues with the vendors of the various software - as - loan servic ing platforms that comprise the operational processes . This position will be responsible for b uild ing close working relationships with business, IT, and vendor partners. How will you drive value within the organization as a System Support Specialist II? Ticket Escalations: - Identify and prioritize incidents requiring urgent attention. Identify Problems from incident commonalities. - Resolve escalated single-user tickets. - Create and maintain knowledge base articles for Tier 1 Service Desk personnel to increase first call resolution of tickets. - Create and disseminate training materials to agents, leaders, and Learning & Development for recurring user error incidents. - Provide monthly reports on frequently reported single-user incidents, problems, and ticket-elimination projects to business leaders. - Build business cases for product enhancement efforts to Tier 3 for automation or elimination of ticket drivers. Major I...