IT Support Specialist

Develops, supports, monitors, reviews, analyzes, and evaluates Collections IT systems and operational processes. Familiar with core collection operations concepts, practices, and procedures. Takes direction for project work but relies on experience and judgment to plan and accomplish goals. Performs a variety of simple to complex configuration, scripting, and reporting tasks.

Performs technical troubleshooting and administrative work to support Collection Master system processes and business end-users. Utilizes collaboration, creativity, and problem-solving skills to improve processes and achieve project results. A degree of creativity and passion for process improvement is expected. The Collections IT Support Analyst aims to ensure business-user satisfaction for technical issues by utilizing strong problem-solving and customer service skills, a willingness to work overtime as needed, and a demonstrated interest in working as a team.

Core Responsibilities:

• Functions as technical point of contact to support attorneys and staff in using Collections applications and infrastructure.
• Supports the file intake and integration processes by creating, managing, and monitoring managed file transfer solutions and EDI solutions.
• Ensures that all problems and requests are logged and tracked in the Service Desk system correctly and accurately.
• Resolves incidents, escalates where necessary and follows up on open cases.
• Troubleshoots technical issues using personal skills, knowledge base, vendor literature and communication with team members.
• Participates or leads projects for new application rollouts and routine patches/system updates.
• Performs application testing for patches/updates and enhancements.
• Provides feedback to attorney and operations leaders and other IT development team members on how applications and infrastructure can be improved.
• Works with vendors and other agents to meet or exceed team goals and goals assigned by management.

Requirements

Skills & Knowledge:

• Technical knowledge of Vertican’s Collection Master (or comparable industry applications), Windows Server Operating Systems, Word Perfect, and Microsoft Office Suite.
• Knowledge of DOS batch scripts.
• Basic SQL query and reporting skills.
• Experience with managed file transfer and sFTP application packages.
• Strong customer service skills.
• Strong written and oral communication skills.
• Strong organizational skills.
• Strong analytical ability to troubleshoot complex problems.

Minimum Education and Experience:

• Two or four-year degree in computer science, information management, or equivalent technical training and industry experience.
• Demonstrated customer service skills.
• Demonstrated technical experience in default management or financial services application environments.