Application Support Analyst Jobs

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The Role

SoFi is seeking an Application Support Analyst! This position will provide higher level support for advanced tickets submitted by internal employees. This position will support and be knowledgeable about all processes and procedures for our enterprise and finance-based software applications. The primary function for this role will be supporting our Google Workspace platform.

What You'll Do:

• Local project management and implementation support.
• Manage escalation interaction with other supporting groups within SoFi.
• Provide reporting to stakeholders related to Enterprise Application projects and performance on a weekly basis.
• Perform a variety of tasks and work well under general supervision, a certain degree of creativity and latitude is required.
• Identify technical trends, proactively seek solutions, and report to Management when applicable.
• Act as a leader and mentor to junior members of the team for escalated tickets and training.
• Understand security and compliance requirements for the company.
• Analyze and resolve somewhat complex issues or escalate to vendor level as necessary.
• Plan, write, and process technical documentation, policies, and procedures for our internal team and SoFi self-help resources.
• Support and maintain user account information including rights, security and systems groups for software and vendor applications.
• Monitor and enforce corporate data integrity and security policy.
• Support additional applications and services for telecommunications, Slack, and also commercial off-the-shelf web and desktop applications such as Lucidchart, Virtru and other customized applications.
• Participate in the testing and implementation of new software.
• Expected to manage multiple requests and escalations and meet service level agreements.
• Support end users on both PC and Mac platforms.
• Triage support request, assign and escalate as needed.
• Respond to end user support requests and document resolution via help desk software.
• Act as the primary contact for Google Workspace support.
• Maintain, analyze, troubleshoot, and repair system application issues.

What You'll Need:

• 3-6 Years of Service Desk experience, customer service experience.
• Previous remote-work experience is a plus.
• Experience with ticketing systems such as JIRA and Freshservice.
• Ability to learn quickly and seek assistance when appropriate.
• BA or BS degree preferred but not required.
• Ability to multi-task and work in a fast-paced environment.
• In-depth knowledge of Windows and Mac OS systems in an enterprise environment.
• Great verbal and written communication skills.
• 1-2 Years of leadership roles or project management.
• Must have user support skills, especially interpersonal communication, and patience.
• Must be a team player and work cooperatively as a team.
• Google Workspace Administrator certification is a plus.
• Microsoft Certifications is a plus.

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.