[Hiring] Managed Services Analyst @Navanta

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.

Role Responsibilities

• Client Support & Service Request Management
  • 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.
• Technical Tasks
  • 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.
• Documentation & Quality
  • 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.
• Team Contribution
  • Participate actively in team standups, knowledge shares, and retrospectives.
  • Bring forward process improvement ideas in team meetings.
• Professional Development
  • 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.

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.

Knowledge, Skills & Abilities

• Strong troubleshooting and problem-solving skills with attention to detail.
• Clear, professional communication with clients and team members.
• Ability to manage multiple priorities under deadline pressure.
• Self-motivated with strong ownership of assigned work.
• Team-oriented; willing to support colleagues and share knowledge.
• Committed to continuous learning and skill development.

Success Factors

• 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.