Senior Application Support Analyst

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Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role

SoFi is seeking a Senior 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:

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

What You'll Need:

• Must be a team player and work cooperatively as a team.
• In-depth knowledge of Windows and Mac OS systems in an enterprise environment.
• BA or BS degree preferred but not required.
• 4-6 Years of Service Desk experience, customer service experience.
• Microsoft Certifications is a plus.
• Ability to multi-task and work in a fast-paced environment.
• Previous remote-work experience is a plus.
• 1-2 Years of leadership roles or project management.
• Must have user support skills, especially interpersonal communication, and patience.
• Ability to learn quickly and seek assistance when appropriate.
• Experience with ticketing systems such as JIRA and Freshservice.
• Google Workspace or Slack Administrator certification is a plus.
• Great verbal and written communication skills.

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.