Business Systems Support Analyst

Rapid Finance • Bethesda, MD

15d

About The Position

Rapid Finance is seeking a motivated individual to join our Development team as a Business Systems Support Analyst. The successful Business Systems Support Analyst must be an excellent communicator who enjoys working with others as this role will involve helping others with new applications as we roll them out. We are seeking someone who is already acting as a support resource, even if their title does not reflect it, and who will be excited when software is created, eager to try it out and teach others. You will be the first-line technical support to our internal and external users. You will act as the go-to-resource for troubleshooting, software navigation, and issue resolution across multiple systems. This is an exciting opportunity for someone who enjoys problem solving, communicating with users, and learning new applications. A day in the life of this role may include: Front line support position to internal and external users. Help create and update business processes. Monitor performance of released features and processes. Investigate and improve user experience, both internally and externally. Ability to create end user guides and update support documentation as needed. Gather information and document accurate request/ issue description, and diagnostic information (if applicable) for each ticket. Troubleshoot and research issues to provide solutions or workarounds. Assist in onboarding and offboarding new users, and provide software training as needed. Manage user expectations appropriately and proactively. Escalate requests/issues related to hardware, software, reporting, and facilities to appropriate resources Work with IT analysts/engineers to address application/product issues. Responsible for working tickets and ensuring issues/ request are addressed, resolved and closed in a timely manner. Ability to acquire and maintain a competent level of knowledge on support policies, applications and products. Ability to maintain a professional manner when communicating through email, phone or in-person. The Disclaimer: This “About the Opportunity” section is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified by a variety of similar adjectives at any time by the leadership team.

Requirements

• You don’t wait around for answers – you find them.
• You are comfortable working as part of a team.
• You can communicate clearly and concisely in English, using correct grammar, spelling and punctuation.
• You thrive in dynamic environments that require balancing competing priorities, meeting critical deadlines and adapting to change.
• You demonstrate the ability to gain a thorough understanding of the environment, applications, and tool(s) required for the role.
• You possess the analytical, research, and problem-solving abilities necessary to navigate the day-to-day challenges of this role.
• You possess at least one year of combined relevant experience and/or education, e.g., Bachelor’s degree.
• You have prior experience with Windows and Microsoft Office products.
• You must have minimum one year of relevant experience
• Only U.S. citizens and Green Card holders are eligible for this position.

Nice To Haves

• You have prior experience working with at least one of the following:
• Zendesk or other ticketing tools
• MS Office (Word, Excel, Powerpoint)
• Salesforce or other CRM tools
• Understanding of business systems related to lending or financial services
• You have basic knowledge or SQL and can write simple queries to retrieve or verify data when troubleshooting system issues

Responsibilities

• Front line support position to internal and external users.
• Help create and update business processes.
• Monitor performance of released features and processes.
• Investigate and improve user experience, both internally and externally.
• Ability to create end user guides and update support documentation as needed.
• Gather information and document accurate request/ issue description, and diagnostic information (if applicable) for each ticket.
• Troubleshoot and research issues to provide solutions or workarounds.
• Assist in onboarding and offboarding new users, and provide software training as needed.
• Manage user expectations appropriately and proactively.
• Escalate requests/issues related to hardware, software, reporting, and facilities to appropriate resources
• Work with IT analysts/engineers to address application/product issues.
• Responsible for working tickets and ensuring issues/ request are addressed, resolved and closed in a timely manner.
• Ability to acquire and maintain a competent level of knowledge on support policies, applications and products.
• Ability to maintain a professional manner when communicating through email, phone or in-person.

Benefits

• Our team benefits from a commuting or parking allowance, employer-matched 401(k), tuition reimbursement, paid time off, and more.
• Just steps from the metro, our beautiful new office includes a modern open floor plan, free on-site fitness center, a gaming area, stocked kitchen, and other cool amenities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees