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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role:
SoFi is seeking a System Administration Analyst in our Workforce Management group who is passionate about customer experience and has the skills and experience to deliver outstanding results.
The Workforce Systems Administrator is responsible for the configuration, maintenance (access and licenses) and optimization of the workforce management tools and systems that support WFM and Operations. This role ensures system reliability, accuracy and alignment with operational needs while also serving as the primary liaison between business stakeholders, Unified Comms/IT and vendors.
What You'll Do:
Administer, configure and maintain systems (Genesys, Intradiem, Verint, DPA, Jira, Confluence)
Manage system access, security roles, access and permissions in compliance with organizational policies
Troubleshoot technical and functional issues and partner with vendors for resolution and escalating concerns
Data integrity through audits, monitoring and reconciliation
Responsible for Jira Ticket processing and SLA response times (request/modify/delete access, team changes/manager assignments)
Develop and maintain system documentation/SOP, user guides and training material
Maintenance and creation of dashboards for monitoring
Support testing, upgrades and deployment of use cases and enhancements
Partner closely with Project Management and serve as a POC in relation to WFM projects and integrations
Provide extensive support, direction, and education for WFM analysts and operations
Ability to work independently and make sounds decisions with minimal to no guidance from manager
What You Need:
Systems and WFM experience required
Experience with Intradiem, Genesys, Verint, DPA
Skilled in Confluence, Jira, and Compass
Knowledge of telephony, IVR, and ACD routing
Extensive knowledge of Microsoft Excel for Data mining and reporting
Attention to detail with ability to recognize and solve problems and support initiatives
Excellent customer service skills: decision making, communication (verbal and written), ability to lead and direct meetings
Ability to work independently as well as be a team player
Equivalent work experience in a similar position may be substituted for educational requirements
