Managed Services Analyst

UFS LLC•Grafton, WI

About The Position

NAVANTA empowers community banks and our people to thrive – together. We are a growing company of passionate, talented and driven individuals who care deeply for one another and our customers. The Managed Services Analyst is a developing technical contributor responsible for delivering consistent, high-quality Tier I–II support to Navanta community bank clients. The Analyst handles a broad range of issues independently, actively contributes to process and documentation improvements, and delivers outstanding client experiences. This role is a critical step in the Navanta technical career path — analysts who demonstrate ownership, technical depth, and leadership potential are well-positioned to advance to Engineer. Who is Navanta? NAVANTA is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around. Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions. Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities. We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment. We believe engaged employees lead to loyal customers, which in turn drives results for our business. We are caring, intense, and approachable, and have a lot of fun along the way.

Requirements

Bachelor’s degree in Information Systems/Technology or equivalent experience preferred
1–3 years of experience in a technical support environment
Demonstrated proficiency in relevant operating systems, productivity platforms, and core infrastructure technologies
Relevant entry-level certifications or equivalent demonstrated experience preferred
Strong troubleshooting and problem-solving skills with attention to detail
Clear, professional communication with clients and team members
Ability to manage multiple priorities under deadline pressure
Self-motivated with strong ownership of assigned work
Team-oriented; willing to support colleagues and share knowledge
Committed to continuous learning and skill development

Nice To Haves

Financial services experience is a plus

Responsibilities

Resolve Tier I–II support service requests independently, meeting or exceeding SLA targets
Manage a personal service request queue with strong prioritization and client communication
Proactively follow up on aging service requests and ensure timely resolution
Escalate complex issues to Engineers with full documentation of troubleshooting performed
Investigate and resolve a wide range of client infrastructure, endpoint, and application issues using tools like M365.
Participate in professional services installs and project task work alongside Engineers
Perform quality assurance checks on completed tasks and service requests
Advise clients on configuration best practices within your area of expertise
Follow and reinforce team SOPs and standard paved roads
Create and maintain knowledge base articles for recurring or complex issues
Provide detailed, accurate service request documentation at every step
Identify documentation gaps and escalate or self-assign articles to address them
Participate actively in team standups, knowledge shares, and retrospectives
Bring forward process improvement ideas in team meetings
Complete certifications or build equivalent demonstrated experience within your technology domain and the Navanta development track
Pursue relevant technology training to expand technical competency
Maintain active development goals reviewed quarterly with Pod Manager