Technology Support Specialist

Role Description: Technology Support Specialist

About defi SOLUTIONS:

defi SOLUTIONS is committed to all aspects of enabling the freedom that comes with financing cars, RVs, and powersports. What role do we play? We create the technology and corresponding services that enable our clients and improve the experience of their borrowers.

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company’s comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled processing services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs. defi SOLUTIONS combines the expertise of defi SOLUTIONS and the former Sagent Auto Lending with the backing of Warburg Pincus, Bain Capital Ventures and Fiserv.

Position Purpose:

defi SOLUTIONS is in a pivotal transition stage as it looks to establish market dominance in the auto lending space. We are investing significantly in our future and are currently looking for candidates that will help us implement a variety of enterprise initiatives focused on best practices. An ideal candidate for us is a team player that is looking to quickly make a name for themselves in a fast- growing business. This person will be key to our continued development of improved end user support experience via our continued development of our ServiceNow Program.

We are looking for a motivated individual interested in joining our ITSM & Corporate IT Services team as a Technology Support Specialist. We will be looking to this individual to help lead our modernization and optimization effort of our end user support experience. This individual will play a vital part in creating a best in class experience for our team members and partners.

A successful candidate possesses a broad skill set in technology troubleshooting, problem solving and process optimization. Motivated high performing individuals will have advancement opportunities to specialize in additional technical areas.

Essential Job Responsibilities:

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  Troubleshoot and respond to issues raised over the phone and via the Service Portal
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  Provide end to end support and fulfillment of end user requests
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  Provision application access and user provisioning requests
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  Support the onboarding and offboarding process of team members
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  Collaborate with teams across the business to address recurring issues
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  Manage and identify issues as major incidents and manage broader impact
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  Work with management to identify process gaps and improvement opportunities
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  Assist users in utilizing self service solutions to guide Service Portal adoption

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

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  Bachelor’s degree in Information Management, Computer Sciences or Computer Engineering
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  Demonstrated ability to efficiently multi-task
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  Advanced end user computing skills
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  Familiarity with enterprise workforce tools part of Microsoft 365 Suite
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  Strong critical thinking mindset and problem-solving skills
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  Analytical and process-oriented
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  Excellent oral and written communication skills

Preferred Qualifications:

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  1-3 years of experience in a similar role in financial services, technology, or other related industry
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  Familiarity with ServiceNow or other Enterprise ticketing tools

Travel:

[0-10% as required]

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.