IT Operations Admin I (Hybrid)

The IT Operations Admin I will report to the IT Operations Manager in the Technology Department. This role is responsible for providing technical and functional support of the application suite of products used by Inspira. This position serves as a supporting interface with the Operations and Client Service teams to build, maintain, and provide processes for using the applications. Working within a team environment, IT Operations Admin assists in system creation, documents how an application functions, conducts training sessions, and studies, understands, and analyzes multiple data sources to find patterns and dependencies.  

This role will assist in monitoring Application Support inboxes, triaging and responding to inquiries related to Inspira applications and products. You will also be responsible for logging bugs and defects that arise as a result of your investigations. 
 
The IT Operations Admin I role plays an important part in our company’s product development process. The ideal incumbent will be creative, client focused, solutions-driven, organized, and have exceptional interpersonal skills.  

Duties & Responsibilities:

• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. 
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 
• Prioritize, schedule, and administer all instances where enhancements and issue resolution are required. 
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. 
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, Informatics, and unit leaders. 
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. 
• Assist in the maintenance and enhance performance of all new and existing software and applications across the organization. 
• Identify and learn appropriate software applications used and supported by the organization. 
• Participate in the design, development, and delivery of software applications training programs and individual classes. 
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution. 
• Provide support for the testing of new and existing software applications under development or consideration for purchase. 
• Maintain knowledge of enterprise applications 
• Utilize troubleshooting principles, methodologies, and issue resolution techniques. 
• Develop and interpret technical documentation for training and end user procedures. 
• Stay current on knowledge of trends in technology relating to software applications. 
• Understands and adheres to compliance standards as they appear in the Corporate Compliance Policy, Code of Conduct, and Conflicts of Interest Policy 
• Willing to cross-train to better assist co-workers and to provide maximum efficiency in organization. 
• Ensure application/system quality, integrity, and performance. 
• Provide hands-on application management for mission critical systems. 
• Provide timely resolution of functional issues and report incidents to the escalation resource where necessary. 
• Troubleshoot functional issues in a complex financial environment, with various applications and architecture. 
• Create and maintain procedural documentation and business process mapping. 
• Assist with code releases and upgrades of existing software.  
• Cross-train other team members to facilitate coverage. 
• Other duties as assigned. 

Qualifications

Education & Experience:

• 0-1 years of experience in a Technical Client Support role or a Technical Analyst role in a financial services environment 
• Bachelor’s Degree in Computer Science, Information Systems, or related field 

Skills & Abilities:

• Possess sound technical experience in fast-paced financial services environments. 
• Understanding of MS Office Applications, including SharePoint, Visio, and Project 
• Experience with document imaging solutions (Laserfiche), and BPM automation (Active batch), a plus. 
• Strong client service orientation 
• Strong analytical skills, follow-up capability, and problem-solving ability  
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 
• Strong interpersonal and oral communication skills 
• Capable of respectful, strong working relationships with business units from non-technical users to technical leads to developers 
• Adept at reading, writing, and interpreting technical documentation and procedure manuals. 
• Ability to conduct research into hardware and software issues and products as required. 
• Ability to present ideas and solutions in user-friendly language. 
• Highly self-motivated and directed. 
• Provides excellent service to internal and external clients.  
• Prepare and present training and how-to guidance across the organization. 
• Maintains composure in highly stressful or adverse situations. 
• Previous experience supporting applications and product.  
• Working knowledge of SQL query and reporting 
• Excellent analytical and critical thinking skills with the ability to analyze and solve problems. 
• Ability to identify and document solutions to business problems with accuracy. 
• Ability to coordinate and manage multiple projects and deadlines simultaneously.