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At FNBO, our employees are the heart of our story-and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.
Engage with end users through tickets, projects, and meetings. Expected to effectively communicate and coordinate with end users, IT, and vendors by accurately logging, monitoring, and escalating tickets when applicable. Evaluate current operations processes and systems to recommend changes to improve our customer and employee experiences. Perform end user testing along with assisting in coordinating test plans. Administer access and corresponding audits of supported platforms and applications. Primary focus is resolving tickets with a sense of urgency and work with team members to communicate end user training opportunities.
About This Role: System Support
- Utilize a ticketing system to provide escalation support and issue resolution.
- Beginner to intermediate knowledge of supported applications and platforms. Knowledge will be obtained over time through training and experience.
- Assist in providing input into the system roadmaps for further improvements.
- Provide application access to employees based on profile requirements.
- Knowledge and ability to work within the Agile framework.
Analysis
- Utilize data and experience to advise on system enhancements and business learning opportunities.
- Consistently review common incident tickets to advise system analyst II and senior system analysts on potential system enhancements.
- Perform system testing and provide feedback.
Reporting and Data Analytics
- Coordinate, track and respond to data needs and requests from our partners.
- Perform and document access audits to multiple applications, platforms, associations, etc.
Training and Development
- Assist in training end users on reporting to gain self-service adoption.
- Enhance end users' knowledge, understanding and competency for supported platforms.
- Identify and recommend training opportunities that meet and support end user needs.
- Maintain system documentation and procedures for internal team training and support.
- Participate in training sessions to onboard new teams to supported platforms or current end users on system upgrades/enhancements.
Business Relationship Management
- Meet regularly and maintain a close working relationship with senior system analysts and system analysts II to ensure platform awareness of releases to support planning, deployment, and business unit communication.
- Exhibit knowledge, skills and behaviors that foster a productive relationship between Partner Platform Support and business partners.
- Communicate effectively with end users to identify needs and assist in evaluating alternative solutions.
- Timely and professionally respond to system support and access tickets.
Projects
- Participate in small to medium projects as assigned.
- Contribute to project team meetings and meet regularly with the project manager on your contributions.
Compliance: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
- Ensure all access and support procedures and process documents are current within the Procedure Library for all platforms and applications that are required by the supported end users.
- Ensure yearly documentation of the team's Compliance Training, beyond FNBO's requirements, is current and documented.
- Coordinate the yearly Records Program Compliance Review and ensure the entire team is compliant per FNBO's requirements.
The Ideal Candidate for This Role: Key Skills:
- Customer Focused
- Detail oriented
- Respond quickly to changing priorities.
- Ability to support end users in a remote environment.
- Solution oriented and able to troubleshoot with end users and vendors.
- Able to clearly document changes to procedures.
Minimum Qualifications:
Required:
- Bachelor's degree in business-related field or equivalent work experience.
- 1-5 years of banking experience (Operations, Commercial, Consumer, Card, IT)
- Intermediate in Microsoft Office products
- Good problem-solving ability and analytical skills
- Excellent written and verbal communication
Desired:
- Experience with ServiceNow, NICE, Salesforce, and Quavo
- Proven contact center and/or dispute experience
- Experience providing system access.
- Knowledge of bank products and processes.
Policy and procedure writing Compensation:
Compensation range (base pay): $47,613.00-$78,560.00
This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level. Work Environment:
It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.
Benefits Overview: We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance 401k, With Matching Contributions Time Off Programs Health Savings Account (HSA)/Dependent Care Employee Banking Growth Opportunities Tuition Assistance Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/. For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message. Job number: R-20260203
Equal Opportunity & Belonging: FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves-no matter their role or where they are in their journey. Learn more here. FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. Click here to download 'EEO is The Law' Self-Print Poster Click here to download 'EEO is The Law' Supplement for Federal Contractors Click here to download 'EEO is The Law' GINA Supplement FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants) Application Deadline: All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
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First National Bank of Omaha
vision insurance, tuition assistance, 401(k)
Feb 07, 2026