Commercial Product Support Analyst

The Commercial Product Support Analyst will play a crucial role in ensuring the smooth operation of our systems and processes for all Abrigo Sageworks products. This position manages reporting, data integrity, training, and procedure documentation for Sageworks. The Analyst will support end users through troubleshooting issues and executing solutions to improve efficiency and effectiveness. The role will also assist the Sageworks process owner in implementing changes, strategies and plans that maximize the utilization of Sageworks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide operational support to various departments within Stellar Bank for Abrigo Sageworks products. 
2. Troubleshoot and resolve issues related to systems and processes.
3. Assist in the implementation of new products and processes.
4. Establish and maintain documentation of processes and procedures.
5. Provide training and support to staff on systems and processes. This may include hosting office hours, providing one-on-one training sessions and creating training material. 
6. Participate in process improvement initiatives and projects.
7. Help manage any risk, audit or exam findings and ensure those are remediated.
8. Maintain reporting tools and dashboards to ensure accurate and up-to-date information.
9. Monitor operations to guarantee data integrity and accuracy.
10. Implement minor changes to the system for optimization. 
11. Collaborate with Marketing to develop bank-wide communication related to products, systems and processes. 
12. Compliance with any and all BSA/AML/CFT and Sanctions requirements set forth by Bank Policy and Procedure, including but not limited to timely completion of assigned training. 

SECONDARY DUTIES

The position performs duties specific to the position and other functions as assigned by management.

SUPERVISORY RESPONSIBILITY

This position is not responsible for the supervision of staff.

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a non-confined office setting in which they are free to move about at will.  In the course of performing the duties and responsibilities of this position spends time writing, speaking, listening, lifting (up to 25 pounds), sitting, typing on a computer keyboard, and standing, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machine, adding machine, computer and related printers.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent in this position must be able to read documents or instruments, detailed work, problem solving, customer contact, reasoning, math, verbal and written communication, analytical reasoning, multiple tasks with constant interruptions.

MINIMUM REQUIREMENTS

These specifications are guidelines based on the minimum experience required to perform the essential functions of the job.  Individual abilities may result in some deviation from these guidelines:

• Bachelor’s degree in business administration, information technology, or a related field.
• Experience in the financial services industry.
• Proven experience in an operations support role.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite and other relevant software.
• Knowledge of Abrigo Sageworks products and services is preferable.