System Support Specialist

Glsllc; Greenville (SC); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive base pay

Performance bonuses

401K with employer match

Paid Time Off

Paid company holidays

Tuition Reimbursement

Parental Leave

Business casual environment

Job summary

GLS is seeking a System Support Specialist to troubleshoot and manage GLS system components. You will coordinate testing, document solutions from vendors, and escalate issues as needed.

You will learn from upper-tier resources to reduce escalations, prioritize incidents, and communicate resolutions clearly. Travel up to two weeks annually is expected, with an on-call rotation and regular maintenance duties.

Qualifications

• Bachelor’s degree in Statistics, Mathematics, Economics, Finance, Engineering, Computer, Information Technology, or related field.
• Proficient with SQL and/or Python; ability to learn new applications quickly.
• Strong written, verbal and interpersonal communication skills for business-friendly language.
• Self-motivated with initiative and ability to implement improvements.

Responsibilities

• Troubleshoot and resolve issues promptly.
• Coordinate testing and develop proactive training after issue resolution.
• Learn from vendors and upper-tier resources to reduce escalations.
• Identify incidents requiring urgent attention and prioritize accordingly.
• Determine impacts on workflows and the business.
• Create detailed descriptions of issues (functional & technical).
• Engage with management and subject-matter experts to gather data.
• Drive escalation decisions with vendors and management.
• Assist with root-cause analysis of servicing incidents.
• Communicate resolutions using spreadsheets, diagrams, or documents.
• Enhance monitoring tools to diagnose incidents.
• Create knowledge base articles and train Tier 1 staff.
• Follow feature schedules for monitoring and training.
• Support ongoing system maintenance and vendor relationships.

Skills

SQL

Python

Communication

Problem solving

Learning agility

Education

Statistics

Mathematics

Economics

Finance

Engineering

Computer Science

Information Technology

Tools

SQL

Python

Job description

System Support Specialist

As a System Support Specialist, you will be responsible for troubleshooting assigned proprietary GLS system components. This includes managing issues with the vendors of the various software‑as‑a‑service platforms that comprise the operational processes.

Responsibilities

• Troubleshoot and resolve issues as quickly as possible
• Coordinate testing related to production issue resolution and afterward develop proactive training related to the issues
• Learn from and document solutions provided by vendors and upper‑tier resources to constantly reduce the need for escalation
• Identify and prioritize incidents requiring urgent attention
• Determine impacts on workflows and the overall business
• Develop detailed functional and technical descriptions of issues
• Engage with management and other subject‑matter experts to gather data on production issues
• Drive escalation decisions with vendors and management
• Assist with or provide root‑cause analysis of servicing incidents in a timely manner
• Communicate resolutions using various media such as spreadsheets, charts, diagrams, or other documents to educate operations staff describing the problem, process, or the intended functionality
• Enhance monitoring tools to capture and diagnose incidents
• Create knowledge base articles related to the servicing domain and train Tier 1 staff within that scope
• Follow feature implementation schedule for monitoring of issues and training purposes
• Support ongoing system maintenance work
• Build close working relationships with both business, IT staff, and vendor partners

Qualifications

• External candidates require a Bachelor’s degree in Statistics, Mathematics, Economics, Finance, Engineering, Computer, Information Technology, or a related field
• Proficient computer skills and ability to quickly learn new computer applications as required. Working knowledge of SQL and/or Python preferred
• Strong written, verbal and interpersonal communication skills while presenting ideas in business‑friendly and user‑friendly language
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Exceptional interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross‑functional partnerships across the business
• Work at a desk/in a seated position up to 100% of the workday
• Constantly operate a computer and other standard office equipment
• Talk and hear to exchange accurate information
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
• The position does require domestic travel up to two weeks annually
• This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, days and hours of work are Monday through Friday, 8:00am-6:00pm
• Regular, predictable attendance is required, including in excess of 40 hours as business demands dictate
• This role will participate in an on‑call rotation for after‑hours support

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long‑term and short‑term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) annually
• Tuition Reimbursement
• Parental Leave
• Business casual work environment

GLS participates in E‑Verify program to confirm the employment eligibility of all newly hired employees.

Applicants have rights under Federal Employment Laws.
Family and Medical Leave Act (FMLA).
Equal Employment Opportunity (EEO).
Employee Polygraph Protection Act (EPPA).

Please visit www.glsauto.com for information about our great company and other amazing opportunities.