ITSM Production and Online Support Analyst

ITSM Production and Online Support Analyst | Purpose FinancialKeep Our Systems Running. Keep Our Customers Moving Forward.Who We AreFor over 25 years, Purpose Financial and our family of brands—including Advance America and Purpose Money—have been dedicated to making financial solutions accessible, simple, and straightforward for millions of Americans. With 2,500+ employees across 800+ locations in 23 states, we're committed to helping each customer achieve their version of financial stability.At Purpose Financial, our technology is the backbone of everything we do. We're seeking a skilled ITSM Production and Online Support Analyst to join our IT Service Management team at our downtown Greenville, SC headquarters. In this role, you'll report to the Manager, ITSM Production and Online Support, and serve as a critical resource ensuring our production environments run smoothly and our internal and external customers get the support they need—fast. If you thrive in a fast-paced environment, love solving complex technical problems, and take pride in keeping systems and people moving, this role is for you.What You'll DoObsess Over Customers by providing responsive, high-quality support to customers across all business units—investigating and diagnosing problems with core applications and associated services to minimize impact and restore operations quicklyCare Always by meticulously analyzing incidents using LogRocket sessions and application log/database files to determine customer impact—following every issue all the way through to resolution with urgency and genuine concern for the people depending on our systemsBe Decisive by functioning as an escalation point for Service Desk and Customer Care incidents—owning issues, making calls, and driving them to closureGo Bold by taking ownership of specific IT projects, pushing them to completion, and driving innovation based on developing trends and metricsLead with Vision by acting as a liaison between business partners and IT—communicating progress, managing expectations, and developing processes and procedures for support of online, in-store, and legacy systemsEmbody Integrity by ensuring change management procedures are followed when implementing changes or enhancements, and by logging, tracking, and updating tickets accurately in ServiceNowShow Up to Coach Up by documenting and tracking defects in Jira, maintaining knowledge articles, and contributing to a culture of continuous improvement across the ITSM teamBetter You, Better Everyone by assisting with validation of Production software deployments and staying current on emerging tools, technologies, and support methodologiesWhat You'll BringBachelor's Degree or relevant experience required; Microsoft Certification (SQL, MCSE, or other relevant certifications) a plus1–3 years of application support and end-user support experienceExperience with ServiceNow for incident, change, and problem managementFamiliarity with LogRocket for session replay and incident analysisExperience with system monitoring tools: Elastic (Kibana, Synthetics, Alerts), Dynatrace, and/or GrafanaFamiliarity with cloud-based data technologies including Amazon DynamoDB, Amazon Aurora, and Apache KafkaExperience with Jira or similar issue/project tracking toolsExcellent written and verbal communication skills for in-person, phone, and email interactionsAdaptability and flexibility in a dynamic, high-volume, fast-paced environmentStrong organizational and multi-tasking skills with the ability to manage competing prioritiesUnderstanding of enterprise software deployment pipelines and change management processesAbility to quickly gain a detailed understanding of company applications and systems through on-the-job learningExperience in the lending, financial services, or loan servicing industry a plusWhat We OfferComprehensive Benefits That MatterHealth/Life Benefits, HSA with Employer Seed, and 401(k) with Company MatchGenerous Paid Time Off, Paid Parental Leave, and Company Paid HolidaysEmployee Assistance Program supporting your total wellbeingOnsite gym, valet parking, and complimentary snacks/drinks at our downtown Greenville headquartersInvest in Your FutureTuition Reimbursement to advance your careerCareer growth opportunities in a stable, thriving financial services organizationDirect exposure to cutting-edge technology and enterprise-scale systemsRewards & Recognition Program celebrating your contributionsCulture & CommunityA collaborative, supportive environment guided by our nine core principlesMeaningful work that directly impacts the reliability and performance of systems serving millions of customersCross-functional partnerships across IT, Business Operations, and Customer CareBusiness casual work environment with a strong sense of community and belongingReady to Have Purpose?Join us in keeping Purpose Financial's technology running at its best. If you're passionate about solving problems, thrive under pressure, and take pride in delivering reliable support that makes a real difference—we want to hear from you. Apply today!Position Details:Location: Greenville, SC (Hybrid position)Position Type: Full-Time, ExemptHours per Week: 40Reports To: Manager, ITSM Production and Online SupportPurpose Financial will not provide sponsorship for employment-based visas or immigration benefits for this position. Applicants must be legally authorized to work in the United States without requiring immigration sponsorship now or in the future.Current or future immigration sponsorship includes, for example: H-1B, E-3, TN, O-1, CPT, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency or otherwise requiring the entry of the company as your immigration employer of record in government records.