Job Description: 1. Application Support/Help Desk Experience 2. Problem-Solving/Analytical Skills 3. Retail/Core Banking Experience This will be part of a team supporting online and mobile banking platforms. Looking to bring on a Business Systems Analyst to be able to take over the operational piece of the team. Take escalated tickets, triage (deal with password resets/log-ins etc) and also have vendor management relationship to be able to work with vendors to resolve the issue. Also, looking for this candidate to be a strong problem-solver to be able to find the root cause and resolve it to prevent future tickets compiling. Also, looking for strong documentation skills to be able to help document and figure out common issues. More Details: • Minimum 2 years of experience in Application Support, Help Desk Tier 3 etc. • Strong Customer Service Experience • Ability to work with customers and guide them step-by-step solutions to resolve their issues • Provide technical assistance and support for incoming queries related to digital banking platform (ex. troubleshooting log-in issues, authentication, and ancillary services). • Ability to work independently, owning issues from triage to resolution • Communicate and escalate tickets to the vendor as necessary • Problem-solve and collaborate with the vendor, call center team, and product team to analyze and create solutions for the current platform • Must have strong analytical and documentation skills • Determine and identify root cause issues • Experience working with IT Service Management Ticketing Tools such as ServiceNow or Remedy to be able to add, manage, and triage tickets • Gain feedback from customers about computer usage. • Run diagnostic programs to resolve problems. • Strong communication skills • Excellent customer service skills Pay and Benefits The pay range for this position is $75000.00 - $95000.00 Full benefits package will be shared with the applicant at the time of offer. Competitive salary, PTO, holidays, medical, 401K matching is available Workplace Type This is a hybrid position in Honolulu,HI. Application Deadline This position will be accepting applications until Feb 6, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.