Service Desk Operations Specialist - US Remote

Remote Jobs; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Job summary

Qualia is seeking a Transaction Systems & Operations Specialist to bridge business operations with the platforms that support transaction execution. This role administers and governs platform configurations, optimizes workflows, and provides Tier-2 support to ensure system capabilities align with business needs.

The ideal candidate will partner with escrow, title, and operational teams to deliver scalable system solutions, improve training materials, and drive adoption while maintaining

Qualifications

• Experience administering platforms and governance for transaction-related systems.
• Ability to translate business needs into scalable system solutions.
• Strong stakeholder collaboration and change management skills.

Responsibilities

• Serve as the primary administrator for the Qualia platform and related systems.
• Manage roles, permissions, and access controls with governance and compliance.
• Act as gatekeeper for configuration changes and workflow permissions.
• Support platform transitions, enhancements, and adoption initiatives.
• Partner with escrow, title, and operations teams to translate needs into scalable solutions.
• Own and maintain platform reporting and dashboards.

Skills

Platform administration

Governance

Workflow configuration

User support

Analytics & reporting

Cross-functional collaboration

Tools

Qualia platform

Job description

The Transaction Systems & Operations Specialist serves as the bridge between business operations and the systems that support transaction execution. This role is responsible for the administration, governance, configuration, optimization, and support of transaction-related platforms and operational technologies, including both legacy and future-state systems.

This individual combines platform administration expertise with a deep understanding of title, escrow, and transaction operations. They partner closely with operational teams to improve workflows, drive adoption, support organizational change, and ensure system capabilities align with business needs.

The ideal candidate is energized by helping employees succeed, enjoys solving operational problems, and has a systems-oriented mindset that allows them to understand how configuration choices, workflows, permissions, and process triggers influence downstream business outcomes.

Core Responsibilities

Platform Administration & Governance

• Serve as the primary administrator and subject matter expert for the Qualia platform and related operational systems.
• Manage user roles, permissions, security groups, and access controls while ensuring appropriate governance and compliance.
• Act as the gatekeeper for platform configuration changes, access exceptions, and role-based permissions.
• Maintain underwriter credentials, logins, and platform-level administrative settings.
• Ensure system integrity, security, and consistency across all regions and business units.
• Support platform transitions, enhancements, and technology adoption initiatives as systems evolve over time.

Operational Partnership & User Support

• Partner directly with escrow, title, and operational teams to understand business needs and translate them into scalable system solutions.
• Serve as a Tier 2 escalation resource for complex workflow, platform, and transaction support issues not resolved through self-service tools, training materials, supervisors, or standard support channels.
• Build trusted relationships with employees and operational leaders to promote adoption and continuous improvement.
• Identify recurring support trends and work with Learning & Development, operational leaders, and technology partners to improve training materials, job aids, FAQs, chatbot content, and knowledge resources.
• Troubleshoot operational and system challenges while balancing business requirements, platform capabilities, governance standards, and scalability.
• Recommend improvements that enhance both the employee experience and operational performance.

Workflow & Configuration Management

• Configure and maintain workflows, automation triggers, document packages, templates, and system settings across supported platforms.
• Evaluate how configuration decisions impact downstream processes, users, compliance requirements, and operational outcomes.
• Implement workflow enhancements and process improvements as business needs evolve.
• Support testing, deployment, validation, and rollout of new functionality, enhancements, and future-state technologies.
• Maintain documentation and standards related to system configuration, workflows, and operational processes.

Reporting & Business Insights

• Own and maintain platform’s native reporting capabilities, dashboards, and reporting packages.
• Partner with operational leaders to define reporting requirements and business metrics.
• Create visibility into operational performance, system utilization, and adoption.
• Leverage data and reporting to identify opportunities for process improvement and operational efficiency.

Benefits

• Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D
• 401(k) savings plan with company match
• Paid Time Off to Include Holidays , Vacation Time, and Sick Time
• Paid Family & Paternity Leave
• Life Insurance
• Business Travel Accident Insurance
• All employees receive access to LinkedIn Learning
• Employee Referral Program
• Adoption Assistance Program
• Employee Assistance Program
• Health and Wellness Program and Incentives
• Employee Discounts
• Employee Resource Groups