LoanIQ Product Support Manager
Large Banking Client
Duration : 12+ months - can extend up to 24 and possibly convert FTE
Location : Charlotte, NC or Chandler, AZ
Hybrid - 3 days onsite, 2 Remote
Top Must Have Requirements :
- LoanIQ expertise
- Able to tackle / solve complex problems
- 5-10 years proven management experience in production support environment
- Knows how to manage queues, delegate work, handle escalations, etc.
- ServiceNow user experience
- Tracking, reports, build dashboards
Overview :
The Ideal candidate is a leader and has worked in another enterprise level bank. Would consider themselves very proficient in Service Now.
Service Now is their ticketing / tracking system for product support.
Day-to-Day
This person will be dealing with escalations from LIQ production support
Managing the queues to make sure resolving things in timely manner
- Looking at queue, pulling things, distributing work to team members that need top priority
- Need to understand LIQ and operations to do this job successfully
- Need to know how to use service now and create dashboard and reporting to do that successfully.
- Will Work within Service Now. Will manage the ticketing system, Tracking, and appropriately allocating work out to team members.
Additional work with ServiceNow may include Building custom dashboards.
Need to know how to manage people and work with executive leadership.
Will be delegating most of the work - but high impact escalations he will need them to solve them.
Experience solving production issues and dealing with operations. Leadership and execs.
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