Branch Services Support Specialist

Border States•Fargo, ND

2d•$64,195 - $86,292•Remote

About The Position

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions and receive rewards for your hard work. This position will be located in: Maple Grove, MN or fully remote or located near a major metro location or any Border States branch. The Branch Services Support Specialist owns and continuously improves the Branch Self Service (BSS) SharePoint site and related service resources used by Border States branches. This role partners with cross-functional stakeholders to publish clear, accurate, and current content; gather feedback and data to identify needs; and lead initiatives that improve adoption, usability, and business outcomes.

Requirements

Bachelor’s degree in business, communications, supply chain, information systems, or related field; or equivalent combination of education and experience.
3+ years of experience in operations support, project coordination/management, knowledge management, communications, or similar role preferred.
Demonstrated experience building or maintaining SharePoint sites and publishing clear, organized content preferred.
Strong writing, editing, and information-organization skills.
Ability to gather requirements, translate needs into solutions, and manage multiple priorities and deadlines.
Proficiency with Microsoft 365 tools (SharePoint, Teams, Outlook, PowerPoint, Excel).
Customer-focused mindset with a passion for making tools easier for branches to use.
Project leadership and stakeholder management.
Analytical thinking and data-driven decision making.
Continuous improvement orientation (process, content, and user experience).
Clear communication, collaboration, and follow-through.
Attention to detail and strong quality control.

Responsibilities

Maintains and administers the Branch Self Service (BSS) SharePoint site, including structure, navigation, permissions (as applicable), and overall content governance.
Refreshes and publishes updated site content on a regular cadence to ensure resources are accurate, relevant, and easy for branches to find and use.
Continuously identifies opportunities to expand the BSS site (new pages, tools, templates, FAQs, and training resources) based on branch needs and service strategy.
Develops and maintains an intake process to capture ideas and requests; evaluates, prioritizes, and converts ideas into clear deliverables.
Leads branch service-related projects from discovery through launch, including scope, timeline, stakeholder alignment, content development, testing, and change management.
Interviews stakeholders and analyze qualitative and quantitative data (usage metrics, feedback, search terms, adoption trends) to improve site design, content, and usability.
Drives progress toward go-live milestones, ensuring next pages and enhancements are ready, reviewed, and approved for release.
Partners closely with project team members and stakeholders to keep work on track, remove blockers, communicate status, and ensure timely completion of deliverables.
Updates SharePoint sites and linked resources as new tools, training, and materials are created; ensures version control and content accuracy.
Supports the development and rollout of standardized branch processes for asset management, including staging and storage workflows, to improve consistency, accuracy, and adoption across locations.
Supports content creation and communications related to material management services (e.g., VMI, vending, assets) as needed.
Assists with training, office hours, or branch enablement sessions to increase adoption of self-service tools.
Performs other duties as assigned by supervisor or designate.