ORS Partners

Technical Support Analyst - Service Delivery

Job Locations US
Posted Date 1 month ago(7/7/2022 8:44 AM)
Client & Job Location : Postal Code
Job ID
# of Openings
Information Technology
Regular Full-Time


The candidate filling this role will be responsible for providing IT support requests for our core “Bank as a Service” (BaaS) platform. The ideal candidate will serve as the first point of contact for all reported service incidents and requests. They will also be the liaison between internal/external customers and the Service Delivery team.


BMTX is reinventing banking by focusing on the unmet needs of millennial and underbanked consumers to provide frictionless and free banking with the full suite of financial products. We’re building a disruptive multi-partner distribution model, known as “Bank as a Service”, that places our innovative bank products in natural account opening moments as part of multiple startup banking brands. Our banking experience is built with a customer-centric digital-first model and requires industrial-strength financial technologies and innovation.


To be successful in this role you should possess the following abilities:

  • Exhibits excellent technical support skills by handling requests promptly, identify the solution and follow escalation procedures to ensure closure.
  • Focus on delivering quality customer support and aim to achieve overall customer satisfaction
  • Must be able to analyze and solve problems by investigating and finding solutions for tier 1 and 2 level support issues
  • Ensure Service Delivery process activities and procedures are successfully rolled out with minimal service disruption to the BMTX business
  • Key contributor to process improvements for change and release management; also maintain and document all related procedures
  • Collaboratively work with cross-functional teams to drive continuous improvements for change/release procedures
  • Ability to work flexible hours as needed to facilitate release activities or support critical issues- Role may require participation in 24/7 on-call rotation


Expected Outcomes:


  • Responsible for Incident Management operations of BMTX core “Bank as a Service” (BaaS) platform and the escalated point of contact for any change and release related requirements or issues.
  • Achieve customer satisfaction ratings above standard baseline. Resolve all tier 1 and 2 level support issues. Respond to all incidents within SLA's and aid in meeting resolution-time SLA's by coordinating problem-solving across teams.
  • Participate in change control and release management processes; scheduling and communicating to various stakeholders ensuring timely/accurate deployments across environments.
  • Participate in Problem Management processes, completing and providing root cause analysis documentation.
  • Collaborate with team members from multiple departments in addition to cross training with my internal team members
  • Manage and minimize risks by creating remediation plans and executing the ability to identify, resolve any issues that may impact release and deployment activities.
  • Effectively communicate and translate business impacting issues to senior leadership and business stakeholders.
  • Key contributor to process improvements for Incident, Problem, Change, and Release Management; also maintain and document all related procedures
  • Manage and minimize risks by creating remediation plans and being able to identify, resolve any issues that may impact release and deploy activities
  • Able to solve delivery and deployment issues through Root Cause Analysis (RCA) and incorporate solutioning as continuous service improvements
  • Able to manage change control and release mgmt. process; scheduling and communicating to various stakeholders ensuring timely/accurate deployments across environments
  • Create, Manage, and maintain readiness reports, release notes, risks and issues logs


BMTX will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex/ gender, sexual orientation, gender identity, protected veteran status or disability.


Required Experience/ Qualifications:

  • Technical School Diploma or equivalent preferred
  • 3+ years in a Production Support role, Technical Application Support or similar
  • Programming skills (.NET, SQL and JavaScript) is a plus
  • Working knowledge of Dev/Ops practices is a plus
  • Working knowledge of ITIL or related Service Management framework is a plus
  • Experience with Incident Management tools in addition to Release/Change Management tools
  • Must have excellent communication, writing and organizational skills
  • Customer service orientated team player
  • Have worked in a fast-paced customer centric environment
  • Experience with mission-critical enterprise systems is required and banking systems is a plus
  • Must have excellent communication, writing and organizational skills
  • Experience with Azure DevOps (or similar) environment
  • Working knowledge of ITIL service operations, monitoring strategies, platforms, and tools
  • Working knowledge of DevOps and Agile change control best practices
  • Working knowledge of ITIL or related Service Management governance frameworks
  • Programming skills (.NET, XML, SQL and JavaScript) is a plus
  • Knowledge and expertise in version control, configuration mgmt., software environment controls; Agile/SCRUM, Cloud automation, source control, app containerization a plus
  • Familiarity w/Web and Mobile application development and delivery (iOS & Android)


About BM Technologies, Inc. (BMTX):

BM Technologies, Inc. (NYSE: BMTX) is among the largest digital banking platforms in the U.S, providing access to checking and savings accounts, personal loans and credit cards. It began trading on the NYSE American on January 6, 2021 under the ticker symbols “BMTX” and “BMTX.W.” BMTX’s mission is to make banking affordable, effortless, and financially empowering for the millions of Americans who need it the most – the underbanked, millennials and working-class Americans. 


BMTX is the first digital banking platform in the U.S. to offer a completely fee-free banking experience and uses innovative mobile technology to make banking enjoyable and seamless. BMTX is also committed to making each of its customers feel financially empowered through education.


Through constant innovation, its white label/”Banking-as-a-Service” (BaaS) banking distribution model, and putting the customer experience above all else, BMTX is truly disrupting the banking space. Today, the BaaS platform is provided to colleges and universities and currently serves over two million account-holders, and provides disbursement services at 722 campuses (covering one out of every three students in the U.S.). BMTX also offers its Workplace Banking platform, a financial wellness service that offers innovative banking products and a robust banking app. Additionally, BMTX recently announced the execution of an agreement with Google to introduce digital bank accounts, which will be available to its customers, and has also expanded its white-label strategy with T-Mobile for the launch of T-Mobile MONEY.


BM Technologies, Inc. (BMTX) is a technology company and is not a bank and provides banking services through its partner banks. BMTX, Inc. is a wholly owned subsidiary of BM Technologies, Inc. BankMobile accounts are powered by BMTX and provided by Customers Bank. Member FDIC - Equal Housing Lender - All Rights Reserved




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