nCino Support Analyst

Flagstar Bank; Pennsylvania; Remote; USD 77,000; Full time

Job summary

A leading financial institution is seeking an nCino Support Analyst responsible for delivering front-line support for the nCino platform. The role includes incident resolution, user training, and documentation management, ensuring a seamless user experience. Candidates should have customer support experience and knowledge of cloud-based applications. This opportunity offers a comprehensive benefits package and a commitment to diversity and inclusion.

Benefits

Medical, dental, and vision insurance

Life and disability insurance

Comprehensive leave program

Qualifications

• 2+ years of customer support experience in a professional environment.
• Experience in creating user documentation and support guides.

Responsibilities

• Provide technical and functional support to end users for nCino and related Salesforce applications.
• Develop and maintain internal documentation including Knowledge Base articles and process flows.
• Provide training and onboarding for new and existing users.

Skills

Excellent communication and interpersonal skills

Analytical and problem-solving skills

Knowledge of loan origination process

Experience with MS Windows

Education

High School / High School Equivalency

Undergraduate Degree in Information Systems or related field

Tools

ServiceNow

Job description

Overview

Position Title: nCino Support Analyst
Location: Nationwide, MI 48098

The nCino Support Analyst is responsible for delivering front-line support for the nCino platform, ensuring efficient incident resolution and user satisfaction. This role involves the initial intake, triage, analysis, and resolution of issues related to nCino application functionality, configuration, and performance. The Analyst serves as a key liaison between business users, technical teams, and vendors, playing a vital role in maintaining platform stability and enabling business continuity. Escalates unresolved or complex issues to second-level or development support, while also contributing to ongoing process improvement and documentation.

Pay Range: $49,359 - $62,933 - $76,507

Job Responsibilities

• End-User Support & Issue Resolution: Independently provide technical and functional support to end users across business lines for nCino and related Salesforce applications. Troubleshoot and resolve incidents through effective issue analysis, root cause identification, and solution implementation. Utilize available support tools and documentation to drive resolution and ensure timely service delivery.
• Knowledge Management & Documentation: Develop, maintain, and improve internal documentation including the Known Error Database (KEDB), Knowledge Base articles, FAQs, and process flows. Ensure incidents, workarounds, and permanent resolutions are accurately recorded for future reference and to enhance self-service capabilities for users.
• Training & User Enablement: Provide onboarding, refresher, and ad hoc training to new and existing users to enhance adoption, drive usage best practices, and improve user proficiency. Participate in the creation of training materials and support guides as needed.
• Additional Accountabilities: Performs special projects, and additional duties and responsibilities as required. Consistently adheres to regulatory and compliance policies and standards linked to the job; completes required compliance trainings. Maintains compliance with applicable federal, state and local laws and regulations.

Job Requirements

• Required Qualifications:
• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience: 2+ years of customer support in a professional environment
• Experience creating user documentation, support guides or knowledge articles

• Preferred Qualifications:
• Education level preferred: Undergraduate Degree (4 years or equivalent) in Information Systems, Business Administration, or related field
• 2+ years of experience supporting nCino, Salesforce, or a similar cloud-based banking application

Job Competencies

• Excellent communication and interpersonal skills; ability to work collaboratively with technical and non-technical stakeholders.
• Strong analytical and problem-solving skills; demonstrated ability to resolve technical and functional issues efficiently.
• Knowledge of loan origination process.
• Knowledge of ServiceNow or other incident management systems.
• Strong understanding of MS Windows operating systems.
• Proven ability to work well within a team environment.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.
• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer.

Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please refer to internal benefits information for details.

Fair Chance Employer Statement: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as applicable.