The Production Support Analyst II is responsible for providing technical and functional support to the end-users of the applicable Originations systems. Responsibilities include analyzing and researching service desk tickets, and processing database table configuration changes. Engage in the transition of information regarding system releases and enhancements to ensure the information and processes are successfully transitioned from the project teams to production support. Expected to have an aptitude of the business processes and how those business processes relate to the associated systems in order to provide excellent customer service to end users. The Production Support Analyst II will provide system support for the Originations related software applications used by multiple business departments as well as best practices for researching and analyzing service desk incidents, requests, and configuration changes.
Additional Knowledge, Skills, and Abilities
Understanding of US and Canadian auto finance lending regulations and practices. Capable of acting as a liaison by relating business issues to internal and external ITS partners, and relating technology solutions to business customers.
Occasional overtime or split shifts may be required; subject to stressful situations; normal office environment; fast-paced office environment; strong focus on providing quality service to internal and external customers; work additional hours based on production demands requiring mandatory overtime; must be able to deal with stressful office conditions while troubleshooting problems