Customer Support Analyst II

Brief Description

POSITION SUMMARY: The Customer Support Analyst provides advanced-level application and technical support across standard and enhanced FPI systems. This role involves complex troubleshooting, incident analysis, and problem resolution. Operating within defined Service Level Agreements (SLAs), this position emphasizes the delivery of high-quality service, technical expertise, and continuous knowledge sharing. The Analyst serves as a liaison between end users and other IT functions, providing proactive support for enterprise-wide applications.

Duties And Responsibilities

• Deliver timely and high-quality support to end users via phone, email, and service desk platforms (e.g., ServiceNow).
• Prioritize, triage, and resolve or escalate application or technical issues based on urgency and impact, in alignment with SLA and ITIL standards.
• Coordinate with internal departments to resolve service incidents and implement operational changes when required.
• Maintain in-depth knowledge of business applications, including Salesforce, nCino, online banking applications, and Microsoft 365 tools.
• Accurately document support activities, resolutions, and troubleshooting steps in the incident management system (e.g., ServiceNow).
• Proactively share solutions and contribute to the development of internal documentation and user guides.
• Contribute articles to the Knowledge, perform AQI (Article Quality Index), and ensure existing articles are flagged if they require updates by the support owner.
• Logging and maintaining vendor support incidents and taking the needed steps to escalate if hitting roadblocks
• Reproduce reported issues in test environments to validate user concerns before escalating development.
• Participate in on-call rotations and adjust work hours as necessary to support standard hours between 7:00 AM – 9:00 PM ET.
  
  

Additional Responsibilities

• Support project-related activities including documentation, system testing, and knowledge transfer.
• Monitor and reinforce SLA adherence and manage expectations with end users.
• Collaborate with peers and leadership to continuously improve service desk operations and processes.
• Actively engage in root cause analysis and post-incident reviews for recurring or critical issues.
• Logging and maintaining vendor queues and vendor management in terms of escalations with the vendor or management if hitting roadblocks
• Other tasks as assigned.
  
  

Requirements

MINIMUM KNOWLEDGE AND EDUCATION REQUIREMENTS:

• Typically, 2 years of experience in IT support, service desk, banking systems, or enterprise application support.
• Demonstrated ability to troubleshoot and resolve software, hardware, and network-related issues.
• Excellent communication skills (written and verbal) with strong customer service orientation.
• Ability to handle multiple high-priority issues in a fast-paced environment while maintaining composure.
• Proficiency in Windows 10/11, Microsoft Office Suite, and web-based applications.
• Familiarity with troubleshooting tools such as Remote Desktop, Beyond Trust Bomgar, or Microsoft Remote Control
• Bachelor’s degree in Computer Science, Business, or related field, or equivalent work experience.
• Experience using ServiceNow or similar ITSM platforms.
• Working knowledge of Salesforce, nCino, MuleSoft, online banking applications, and other cloud-based applications.
  
  

Essential Functions

• Ability to report to work in person and to attend work-related functions/activities.
• Ability to work at a desk and use a computer for extended periods.
• Ability to lift, carry, and move objects up to 10 pounds occasionally.
• Ability to occasionally travel as required.
• Ability to type and utilize various software programs efficiently and operate general office equipment.
• Ability to work in an office setting with moderate noise levels.
• Additional physical demands include, but may not be limited to, frequent talking or hearing, occasional push/pull, stoop/kneel, bend/twist, and reach to retrieve or move items in a typical office environment.
• Must be able to work scheduled hours and overtime as needed.
• Hybrid or remote work arrangements
• This role has been designated as a Hybrid role, which gives employees the opportunity to work from home on Mondays and Fridays and working in the office on Tuesday, Wednesday, and Thursday.
• Exceptions to the designated work arrangement may be made based on business needs.
• Please note that the Company retains the right to change a position’s designation at any time.
• Ability to concentrate and focus on details when reviewing documents, analyzing data, and performing computer-based tasks.
• Ability to manage multiple tasks and deadlines while maintaining accuracy and efficiency.
• Ability to problem-solve efficiently and make sound decisions.
• Ability to manage job-related stress and interactions with clients, colleagues, or external parties.
• Ability to communicate ideas clearly in both verbal and written form.
• Ability to work with others in a collegial and collaborative manner
  
  

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

REASONABLE ACCOMMODATION: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their position.

Summary

• All roles require periodic travel to Springfield, MA for company meetings, events, and team activities***
  
  

For over 25 years, Farm Credit Financial Partners, Inc. (FPI) has provided technology products and services to the Farm Credit System. We care deeply about the agricultural credit associations (ACAs) we serve through our mission of delivering trusted technology solutions to help American agriculture thrive. As a customer-owned service organization, we support ACAs from Maine to California with over 62,000 customer-members and over $40 billion in loan volume. Everyone here contributes to the success of our customers, and to the vibrant culture that makes FPI a great place to work. Throughout the year, you will find us having fun and jamming out to FPI’s band, coming together to support local charities, and celebrating our wins together.

We offer a robust benefits package that includes competitive earnings, hybrid and remote work options, tuition reimbursement, generous 401(k) matching, and development opportunities through company-sponsored trainings and certifications.

Come grow with us: financialpartners.com.

Salary is determined based on a range of factors, including relevant experience, specific skills, demonstrated knowledge, and abilities. We strive to offer equitable and competitive compensation that reflects each candidate’s unique qualifications. Compensation ranges are subject to change based on factors such as market data, industry trends, and internal equity considerations.

Farm Credit Financial Partners, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, national origin, sex or gender, religion, pregnancy, marital status, status as a veteran, sexual orientation, gender identity, disability, or any other characteristic protected by law. EEO / Disabilities / Veterans

#FPI