FLSA Status
Exempt
Schedule:
Work hours will depend on the business hours of the time zone serviced.
To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs.
In This Role, You Will:
Serve as the ITSM subject matter expert, acting as a lead contributor to the development, implementation, and optimization of our fully integrated platform. Review, analyze, and enhance business systems and user needs while providing technical support to both IT and business units. Leverage AI-powered solutions to improve service delivery, drive process improvements, and advance critical business strategies.
Responsibilities and Essential Duties:
- Provide business application technical support to corporate office and remote branches.
- Develop and administer ITSM platform to support both front and back-end interfaces that align with ITIL best practices.
- Improve business processes and support critical business strategies by aiding in the development, implementation, support and maintenance of business application systems.
- Work closely with internal stakeholders to understand, scope, document, and review requirements for business application solutions.
- Research, evaluate, and implement cutting-edge AI tools to enhance operations within the enterprise.
- Review, analyze, and evaluate business systems to provide new or enhanced capabilities.
- Develop and coordinate application test plans and schedules.
- Provide analytics and support for IT-based projects and products.
- Provide tier 2 technical support and business application expertise to the IT department to resolve issues and to support the implementation of new solutions.
- Evaluate new information systems products or services and suggest changes to existing solutions to better aid the business.
- Write and review system specifications, including but not limited to output requirements and flow charts for illustrations.
- Support the IT Service Desk to ensure that all Business Systems-related scripts, tasks, processes, and updates operate accurately to support our end users.
- Work with Compliance, Information Security and other IT teams to ensure all business applications meet company’s security requirements and regulatory guidelines.
- Adhere to IT change control processes and procedures to ensure documented system changes, test plans and schedules are in place before implementing changes into production.
- Develop standard operating procedures, how-to-docs and knowledge base articles to support production applications and various technologies.
- Design, develop, implement and support Robotic Process Automation (RPA) solutions that meet the needs of the business. Train users on how to use them when applicable.
- Ensure full compliance of the company’s Key Controls and Technical Service Requirements for all system architecture, designs, and implementations both past and present.
- Automate where applicable utilizing scripting technologies to improve efficiencies that can support software deployments and mass changes in a large production environment.
- Build and maintain relationships with teams and third parties for support issues.
- May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.
IND1 #LI-JA2 #LI-Onsite
Required Qualifications:
- Bachelor’s degree in a related discipline (Computer Science, Information Systems Management, Engineering, or similar); additional, applicable years of experience may be substituted for a degree.
- Minimum of seven (7) years of experience working in Information Technology providing application support.
- Extensive knowledge in designing and managing an Ivanti ITSM platform and supporting modules.
- Experience in design and administration for incident, problem, change and asset malmanagement.
- Advanced expertise in Ivanti Neurons and Xtraction Reporting (or similar).
- Proven skillset with AI technologies and experience with design, implementation and support.
- Experience in managing LLM’s and other AI-driven architectures and autonomous decision-making technologies.
- Experience implementing GenAI to solve business problems and enhance productivity .
- Experience in building bots to automate processes and improve efficiencies.
- Experience in building automated processes for end user self-service and knowledge management modules.
- Strong analytical, scripting and problem-solving skills.
- Passion for providing excellent customer service.
- Excellent oral and written communication skills - speaks clearly, appropriately and effectively with a diverse business units and technical teams.
- Ability to coach team members in an effort to improve the team's position and can effectively communicate with individuals at all levels of the organization.
- Strong interpersonal skills - ability to work easily and explain complex ideas with both technical and non-technical team members.
- Ability to work in a fast-paced environment. Ability to multitask, change direction, effectively prioritize, and meet deadlines.
- Ability to occasionally adjust work schedule to meet business needs (standard forty (40) hour week with occasional after-hours and weekend requirements).
Preferred Qualifications:
- Ivanti ITSM certification.
- Experience with other ITSM platforms.
- ITIL certification.
- Experience with Microsoft Office, CRM’s and corporate business applications.
- Experience with a variety of programming and scripting languages.
- Experience working with Robotic Process Automation to eliminate repetitive manual tasks.
Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.
Compensation: Salary (commensurate with experience) + Bonus
Benefits: Mariner Finance offers comprehensive benefits to eligible employees, including:
- Health Insurance - Health Savings Account (HSA) with employer contributions if enrolled in a qualifying plan, Flexible Spending Account (FSA), and Dependent Care FSA
- Vision Insurance
- Dental Insurance
- Company-paid Basic Life, Long-Term Disability, and AD&D Insurance
- Voluntary worksite benefits including Accident, Critical Illness, Hospital Indemnity, Short-Term Disability, Supplemental Life, and Supplemental AD&D Insurance
- 401(k) and Company Matching Contributions
- Paid Time Off - full-time employees may accrue a minimum of 120 hours per year
- 11 Paid Holidays
- FMLA
- Employee Assistance Program (EAP)
- Paid Parental Leave
- Referral Incentives
- Education Assistance Program
- Complimentary FIMC Membership Plan
- Access to industry-specific training programs
- Certain roles may qualify for additional benefits such as Relocation Assistance, Debt Assistance, Cell Phone Reimbursement, and Travel/Auto Reimbursement. Contact careers@marinerfinance.com for additional information.
Benefits provided are consistent with applicable state laws and Company policies. Eligibility may vary based on full-time or part-time status, location, or management level.
For additional information, please visit: https://www.marinerfinance.com/careers/benefits/
Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace.
Mariner Finance, LLC | NMLS #166564
