Application Support Operations Analyst

Essential Job Duties and Responsibilities

• Identify, analyze, and interpret patterns and trends in complex datasets to pinpoint operational issues and improvement opportunities. Translate business questions into analytical and technical methodologies, working with large datasets to derive actionable insight. Distill those insights into compelling data-driven narratives to inform decisions and drive results, utilizing a solid understanding of GoodLeap products and systems.
• Develop and implement data collection methods, analytics, and other strategies to optimize statistical efficiency and quality. Establish measurement methods of process effectiveness and efficiency. Ensure cleanliness of data by reviewing regular reports and performance indicators to locate and correct errors or enhancement opportunities.
• Work on projects and tasks as assigned by your manager, regularly providing updates to senior leaders, stakeholders, partners, etc. Effectively tailor communications to the appropriate audience to ensure broad awareness and understanding.
• Work to understand customer pain points and monitor trends and patterns. Advocate better customer experience and support processes serving Application Support team members, internal customers, and external user.

Required Skills, Knowledge and Abilities

• Proven prior working experience as an Operations Analyst or Business Data Analyst
• Hands on experience using and interfacing with API’s
• Hands on proven experience, leveraging SQL, Excel, Tableau and CRM systems, such as Salesforce. 
• Technical background with a keen understanding of broader business needs and strategy
• Demonstrated understanding and advocacy for knowledge centered support
• Proven ability to collaborate across all departments, leveraging your technical writing and strong presentation skills 
• Proven ability to deliver projects on-time by leveraging your experience in development processes, work estimation, and optimal resource allocation
• Ability to juggle multiple projects and prioritize work accordingly 
• Technology exposure to AWS Services like CloudWatch, DynamoDB, Elastic search, Cognito, S3, IAM etc.
• Critical thinking skills
• Keen interest in learning proprietary software 
• Bachelor’s Degree or equivalent experience
• Experience with Loans or FinTech (preferred)