Operations Support Specialist
1ST MIDAMERICA CREDIT•East Alton, IL
•$48,200 - $55,000•Onsite
About The Position
We are seeking an Operations Support Specialist to serve as an individual contributor within Branch Services/Branch Operations and be responsible for supporting operations systems, maintaining the Branch Operations Help Desk function, and developing a centralized knowledge base of procedures and job aids.
Requirements
- High school diploma or equivalent.
- Customer service experience required.
- Strong communication skills and attention to detail.
Nice To Haves
- 3 to 5 years of similar or related experience preferred.
- A two-year college degree, or completion of a specialized certification or licensing preferred, but not required.
Responsibilities
- Serve as a Branch Operations liaison for OnBase.
- Assist with testing, validating and documenting OnBase updates, enhancements and new feature rollouts.
- Maintain system-related documentation and partner with IT or vendors to resolve issues impacting branch operations.
- Assist with developing, writing and maintaining a centralized knowledge base of procedures and job aids.
- Maintain Branch Services/Branch Operations Help Desk functions.
- Troubleshoot operational and procedural issues and escalate when needed.
- Track and document support trends to identity training or process improvement needs.
- Create Help Desk performance dashboards and produce routine reporting for leadership.
- Ensure content is accurate, clear, and updated as systems or processes change and collaborate with subject matter experts to validate content.
- Implement searchability and taxonomy best practices to maximize staff self-service.
- Support change management efforts related to system enhancements, new forms, workflow changes, or operational process updates by coordinating user testing, gathering feedback, and communicating impacts to branch staff.
- Serve as a resource for branch staff during implementation of new tools, workflows, or procedural changes.
- Identify operational gaps and recommend efficiency improvements.
Benefits
- Competitive salary and benefits.
- Opportunities for career growth.
- Supportive team environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
