System Support Specialist
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About The Position
As a System Support Specialist at GLS, you will be an integral part of the Information Technology team, focusing on troubleshooting and managing issues related to proprietary GLS system components. Your primary responsibility will be to address and resolve technical issues that arise within the various software as a service platforms that support the operational processes of the organization. This role requires a proactive approach to problem-solving, as you will be expected to evaluate incoming requests for assistance from users, particularly those escalated from Tier 1 support. In this position, you will coordinate testing related to the resolution of production issues and develop proactive training materials to educate users on these issues. You will also be responsible for documenting solutions provided by vendors and upper-tier resources, with the goal of reducing the need for future escalations. Identifying and prioritizing incidents that require urgent attention will be crucial, as will driving the resolution of these incidents and implementing preventative measures to avoid recurrence. You will need to assess the impacts of these issues on workflows and the overall business, and engage with management and subject matter experts to gather data on production issues. Your role will also involve communicating resolutions through various media, such as spreadsheets, charts, and diagrams, to educate operations staff about the problems, processes, or intended functionalities. Additionally, you will enhance monitoring tools to capture and diagnose incidents, create knowledge base articles related to the servicing domain, and train Tier 1 staff accordingly. Building strong working relationships with business units, IT staff, and vendor partners will be essential, as will participating in or leading special projects as needed. This position may also require you to perform additional assignments as directed by management.
