LoanIQ Product Support Manager
Large Banking Client
Duration: 12+ months - can extend up to 24 and possibly convert FTE
Location: Charlotte, NC or Chandler, AZ
Hybrid - 3 days onsite, 2 Remote
Top Must Have Requirements:
- LoanIQ expertise
- Able to tackle/solve complex problems
- 5-10 years proven management experience in production support environment
- Knows how to manage queues, delegate work, handle escalations, etc.
- ServiceNow user experience
- Tracking, reports, build dashboards
Overview:
The Ideal candidate is a leader and has worked in another enterprise level bank. Would consider themselves very proficient in Service Now. Service Now is their ticketing/tracking system for product support.
Day-to-Day
This person will be dealing with escalations from LIQ production support
Managing the queues to make sure resolving things in timely manner
- Looking at queue, pulling things, distributing work to team members that need top priority
- Need to understand LIQ and operations to do this job successfully
- Need to know how to use service now and create dashboard and reporting to do that successfully.
- Will Work within Service Now. Will manage the ticketing system, Tracking, and appropriately allocating work out to team members. Additional work with ServiceNow may include Building custom dashboards.
- Need to know how to manage people and work with executive leadership.
Will be delegating most of the work - but high impact escalations he will need them to solve them.
Experience solving production issues and dealing with operations. Leadership and execs.