服务台运营专员-美国远程
Service Desk Operations Specialist - US Remote
交易系统与运营专家在业务运营和支撑交易执行的系统之间起到桥梁作用。该职位负责交易相关平台和运营技术的管理、治理、配置、优化和支持，包括现有系统和未来系统。
该职位需要结合平台管理的专业知识和对产权、托管及交易运营的深入理解。他们与运营团队紧密合作，改进工作流程，推动系统采用，支持组织变革，并确保系统功能符合业务需求。
理想的候选人乐于帮助员工成功，享受解决运营问题，具备系统化思维，能够理解配置选择、工作流程、权限和流程触发如何影响下游业务结果。
核心职责
平台管理与治理
- 作为 Qualia 平台及相关运营系统的首要管理员和专业人员。
- 管理用户角色、权限、安全组和访问控制，同时确保适当的治理和合规性。
- 作为平台配置更改、访问例外和基于角色的权限的审核人。
- 维护承保人凭证、登录信息和平台级管理设置。
- 确保所有地区和业务单元的系统完整性、安全性和一致性。
- 支持平台迁移、增强和新技术采用计划，随着系统演进提供支持。
运营协作与用户支持
- 直接与托管、产权和运营团队合作，了解业务需求并将其转化为可扩展的系统解决方案。
- 作为复杂工作流程、平台和交易支持问题的二级升级资源，这些问题无法通过自助工具、培训材料、主管或标准支持渠道解决。
- 与员工和运营负责人建立信任关系，促进系统采用和持续改进。
- 识别常见的支持趋势，并与学习与发展、运营负责人和技术合作伙伴合作，改进培训材料、操作指南、常见问题解答、聊天机器人内容和知识资源。
- 解决运营和系统挑战，同时平衡业务需求、平台能力和治理标准
查看英文原文
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.
We are proud to offer a comprehensive benefits package to our employees including:
- 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
Originally posted on Himalayas