Salesforce Admin. / Tier II Technical Support Specialist

Description

Attention Applicants : At this time, we are only accepting resumes from applicants residing in Arizona, California, Colorado, Nevada, Oregon and Washington.

If you do not reside in one of these states, we encourage you to check back in the future as our hiring needs may change.

About the role : This role provides second level support to end users by handling service requests and incidents with an emphasis on Performance Management.

During the daily course of troubleshooting hardware and software issues, the Tier 2 Specialist should triage, diagnose, and design predictive monitoring of the fragile artifacts that cause the most unplanned work.

For each opportunity identified, the Tier 2 Specialist will work collaboratively with software engineering and / or TAG operational support to predict a failure and prevent the initial incident from reoccurring.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Strategy
• Measure the continuous improvement initiatives by creating and alerting on Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
• Develop an environment to experiment with new performance measurements, approaches, and strategies.
• Leadership
• Challenge the status quo by consistently researching and proposing better means of delivering stable IT services.
• Own the performance management opportunities and see them through to fruition.
• Team Development
• Continuously evaluate and improve the dashboards and alerts that monitor the systems and portfolios within the FinPac environment.
• Develop strong stakeholder relationships and user confidence, maintaining effective lines of communication.
• IT Operations
• Identify, troubleshoot, and remediate the incidents that are causing the most unplanned work.
• Consult and coordinate with risk and program managers to design, develop, and document automated early warning systems.
• Transformation
• Support the company through early problem detection, idea generation, developing creative solutions, and advising on industry "best practices .
• Demonstrate experience driving digital transformation and business growth through innovation and the implementation of technology.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• High School Diploma or GED.
• Bachelor's Degree in IT, MIS, Finance, Business or related field preferred.
• Familiarity with leasing institution system features and third-party products a plus.
• 5 years of technical operations experience.
• Knowledge of project management, ITIL, DevOps, or Scrum.
• Knowledge of user acceptance testing methodologies, principles, and practices of process development and implementation along with comprehensive business unit system, software, and applications.
• Intermediate PC program skills with experience with Excel, data warehouse products, and other similar systems. Familiar with troubleshooting internet connectivity and browser issues.

Ability to handle complex problems to achieve department goals.

Extensive verbal and written communication skills for a variety of audiences (both technical and non-technical). Ability to analyze problems of a technical nature with high accuracy and attention to detail.

Ability to accurately document problems and resolutions.

Possess a high level of analytical ability to understand sophisticated programs / systems for resolving business problems.

Ability to respond promptly to customer needs. Ability to handle difficult or emotional customer situations.

Ability to set goals and objectives, prioritize and plan work activities using time effectively, meet deadlines and commitments, and work independently with little or no directional guidelines from manager.

INTERNAL APPLICATION ELIGIBILITYFor internal associates to be considered for an open position, the desire is for you :

• To have worked for FinPac for at least one year and in the same position for at least six months.
• To have received a rating of meets expectations or higher on your most recent performance review.
• To have maintained regular and predictable attendance and punctuality.
• To have not received and / or are currently on any type of corrective action or performance improvement plan within the last year.
• To meet the requirements for the job and be able to understand and perform the essential functions of the position with or without reasonable accommodation.

About UsFinancial Pacific Leasing (A subsidiary of Umpqua Bank) is a commercial equipment leasing company headquartered in Federal Way, WA.

Established in 1975, we are a leader in the leasing industry, and we take pride in providing our customers with excellent support and services through our very dynamic, skilled, hard-working, and fun group of associates.

Compensation & Benefits : We offer a competitive total rewards package including base salary and comprehensive benefits.

The pay range for this role is $54,000 to $104,000. Exact compensation for the successful applicant depends on a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, and education.

The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates cost-effective benefit options including comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, paid time off for vacation, illness, volunteerism, and holidays.

Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.