Service Desk Operations Specialist - US Remote

• 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.

• 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.

• 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.

• 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