[Hiring] Managed Services Analyst @dd130521-04a9-4509-9e54-5bc2b5d9f9cd

Role Description

The Managed Services Analyst is a developing technical contributor responsible for delivering consistent, high-quality Tier I–II support to Navanta community bank clients. The Analyst handles a broad range of issues independently, actively contributes to process and documentation improvements, and delivers outstanding client experiences. This role is a critical step in the Navanta technical career path — analysts who demonstrate ownership, technical depth, and leadership potential are well-positioned to advance to Engineer.

Qualifications

• Bachelor’s degree in Information Systems/Technology or equivalent experience preferred
• 1–3 years of experience in a technical support environment
• Demonstrated proficiency in relevant operating systems, productivity platforms, and core infrastructure technologies
• Relevant entry-level certifications or equivalent demonstrated experience preferred
• Financial services experience is a plus

Requirements

• Resolve Tier I–II support service requests independently, meeting or exceeding SLA targets
• Manage a personal service request queue with strong prioritization and client communication
• Proactively follow up on aging service requests and ensure timely resolution
• Escalate complex issues to Engineers with full documentation of troubleshooting performed
• Investigate and resolve a wide range of client infrastructure, endpoint, and application issues using tools like M365
• Participate in professional services installs and project task work alongside Engineers
• Perform quality assurance checks on completed tasks and service requests
• Advise clients on configuration best practices within your area of expertise
• Follow and reinforce team SOPs and standard paved roads
• Create and maintain knowledge base articles for recurring or complex issues
• Provide detailed, accurate service request documentation at every step
• Identify documentation gaps and escalate or self-assign articles to address them
• Participate actively in team standups, knowledge shares, and retrospectives
• Bring forward process improvement ideas in team meetings
• Complete certifications or build equivalent demonstrated experience within your technology domain and the Navanta development track
• Pursue relevant technology training to expand technical competency
• Maintain active development goals reviewed quarterly with Pod Manager

Benefits

• Consistently meets or exceeds SLA targets with low rework rates
• Demonstrates independence on Tier I–II issues without requiring Engineer escalation
• Recognized by peers and Pod Manager as a reliable, go-to resource for foundational issues
• Demonstrates consistent progress toward certifications or equivalent hands-on skill development
• Receives positive feedback from clients and colleagues

Company Description

NAVANTA is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around. Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions.

• Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities.
• We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us.
• To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment.
• We believe engaged employees lead to loyal customers, which in turn drives results for our business.
• We are caring, intense, and approachable, and have a lot of fun along the way.