Freshservice Analyst

At SmartBank, our benefits package is designed to enhance your life. You'll enjoy medical, dental, vision, life, and disability insurance, as well as a 401(k) plan with a 4% employer match. Our generous paid time off (PTO), SmartFlex Days, and 11 Paid Company Holidays promote work-life balance. Engage in paid community involvement, enjoy company apparel, and access tuition reimbursement for your growth.

About Us

SmartBank is rooted in our core values: Acting with Integrity, Being Enthusiastic, Creating Positivity, Demonstrating Accountability, and Embracing Change. Our team lives and breathes these values to fulfill our core purpose: creating "WOW" experiences for our clients. For over 15 years, we've been delivering on this purpose in Tennessee, Alabama, and Florida, and we're continuously expanding our reach. Our team is empowered to care for our clients and actively participate in the communities we serve. At SmartBank, we prioritize individual needs, set high expectations, and celebrate achievements - that's the SmartBank way.

Major Duties and Responsibilities:

• Upholds SmartBank Core Values and Core Purpose.

• Adheres to and embraces the SmartBank Way by Acting Smart, Looking Smart and Being Smart.

• Advanced computer knowledge.

• Work on projects to help the company achieve its objectives.

• Address client concerns and provide feedback and training ideas to management.

• Will be responsible for continuous improvement and development of our ITSM solution.

• Serve as a primary point of contact for clients, fostering positive and long-lasting relationships.

• Understand client needs, goals, and expectations, ensuring effective communication of project status and updates.

• Address client concerns and resolve any issues that may arise during project lifecycles.

• Assist in the creation and maintenance of documentation deliverables and project charters for all new and existing applications.

• Work independently and as part of a team to support new and existing software from the procurement phase to the end of life.

• Collaborate with developers to ensure smooth application deployment and integration.

• Identify and proactively make recommendations for continuous improvement as it relates to applications and processes in all areas of the organization.

• Active in the innovation required to evaluate and recommend new processes and technical solutions.

• Partner with business lines to facilitate practical solutions, troubleshoot issues, and engage resources to find solutions that move projects forward in a timely manner.

• Be a trusted advisor for facilitating initiatives by providing objective, practical and relevant ideas, insights, and advice.

• Deliver tasks based on project objectives; technically support projects through to completion. Ensure deliverables are completed within target timeframes and are consistently of high-quality, documented, and support transition of operational activities.

• Perform other duties as assigned.

Position Requirements and Qualifications:

Education and Experience:

• Minimum high school graduate or participate in a qualified high school work program.

• Entry level administration/technical experience in an IT dept or related customer service field

• 2-4 years experience working with FreshService.

Knowledge, Skills, and Abilities:

• Excellent analytical skills

• Exhibit a strong commitment to providing outstanding operational support services to internal and external customers; demonstrate a strong commitment to operational support consistent with high customer expectations.

• Proven ability to assess business needs and translate them into relevant solutions.

• Ability to work in a collaborative environment.

• Examine current and new business procedures.

• Strong computer, software, and analytical skills

• Ability to perform well under pressure.

• Superior telephone etiquette and an ability to deal effectively with clients, vendors, peers, and management.

• Show clear, effective, and readily understood verbal skills.

• Must exhibit a high level of adaptability to organizational and technological change.

• Must demonstrate strong analytical and organizational skills.

• Identify effective solutions for business software system issues.

• Recommend solutions for improving and restructuring company procedures.

• Report common patterns, questions, and other issues to management.

• Research and estimate the costs of upgrades and improvements.

• Establish specifications for new projects by developing project goals and phases.

• Ability to troubleshoot and resolve issues.

• Ability to multitask and handle various requests and tasks at a time.

• Ability to apply knowledge and sound judgment in decision-making using established guidelines.

• Strong written and oral communication.

• Detail oriented and ability to function in a team environment.

• Demonstrates ability to maintain a positive attitude.

• High level of integrity.

• Able to maintain regular and predictable attendance.

• Willing to accept new ideas and methods and be agreeable to change.

Work Conditions:

• Able to routinely stand, sit, bend and stoop.

• Frequently and regularly required movements using wrists, hands, and/or fingers.

• Average, ordinary, visual acuity necessary to prepare/inspect documents or products and operate machinery.

• Ability to hear average or normal conversations and receive ordinary information.

• May be required to travel to training sessions or meetings.

• Must be available to work the required schedule of the branch office.

SmartBank Associate Benefits

SmartBank can offer you a comprehensive benefits package, including:

• Medical, dental, vision, life, and disability insurance.

• A 401(k) plan with an employer match of up to 4%.

• Generous paid time off (PTO), including a minimum of 3 weeks.

• SmartFlex Days.

• Up to 11 Paid Company Holidays.

• Mental health benefits, include 8 free sessions with a coach or certified professional.

• Paid community involvement opportunities.

• Company-provided apparel at no cost.

• Learning and development opportunities, including professional and career development and tuition reimbursement.

Are you ready to be a part of the SmartBank team and experience all these incredible benefits? We look forward to welcoming you to our exceptional team!