Product and Systems Support Specialist

Shore United Bank • Waldorf, MD

6d • Onsite

About The Position

Shore United Bank is seeking a full-time Product and Systems Support Specialist to join our team. The Product and Systems Support Specialist supports the administration, enhancement, and daily operations of the Bank’s product and system platforms, with a primary focus on nCino. This role serves as a first point of contact for system support, troubleshooting, and optimization requests, helping drive efficient system utilization, strong data quality, and a positive employee experience. This role supports critical banking platforms that enable lending, product delivery, and operational efficiency across the organization.

Requirements

• Bachelor’s degree or equivalent experience
• 2–4 years supporting banking systems or Salesforce
• 2–4 years of experience supporting banking systems, loan origination/operating system platforms (e.g., nCino), or Salesforce-based applications

Nice To Haves

• Banking or Salesforce experience, ticketing systems, documentation skills
• Experience with nCino or Salesforce platform administration/support
• Familiarity with ticketing systems (e.g., Jira, ServiceNow)
• Experience creating documentation, job aids, and user guides
• Understanding of banking operations, lending processes, or product workflows

Responsibilities

• Serves as a primary point of contact for employee inquiries related to system functionality and optimization
• Manages and responds to system-related helpdesk tickets, ensuring timely resolution
• Troubleshoots basic system issues and escalate complex issues appropriately
• Supports intake, tracking, and documentation of system enhancement requests
• Assists with system testing, including user acceptance and release validation
• Maintains and updates system documentation, procedures, and job aids
• Reinforces best practices through training follow-up and user support
• Identifies trends in supports requests and recommends process or system improvements
• Assists with monitoring data quality and supporting system integrations
• Demonstrates compliance awareness by completing all required regulatory and compliance training (e.g., BSA, CRA, ECOA) on or before deadlines, and actively supporting all policies, procedures, and practices that promote risk management, safety, and regulatory adherence

Benefits

• Comprehensive benefits package for full-time, permanent employees including health, dental, vision, company-paid life insurance, mental health well-being, short-term and long-term disability
• Paid parental leave
• 401k savings plan with up to a 4% company match
• Employee Stock Purchase Plan
• Employee perks such as: employee banking services, loan discount program, education assistance, career development program, Employee Assistance Program, and wellness initiatives.
• Opportunity for growth and advancement
• Paid training program and continuous training sessions throughout the year on various topics
• Generous paid time off and paid sick time
• Community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level