Oportun. Inc

Incident Analyst

Req No.
2021-11040
# of Openings
1
Remote / WFH
Yes
Job Locations
MX-GUA-Leon
Job Post Information* : Posted Date
2 months ago(10/1/2021 11:44 AM)
Category
Information Technology

Department Overview

ABOUT TECHNOLOGY @ OPORTUN

Artificial Intelligence and a digital platform are essential to our ability to fulfill Oportun’s financially inclusive mission. The Technology team @ Oportun is dedicated to this mission which we enable by creating, delivering, and maintaining elegant, intuitive, and performant systems to support the needs of our customers and business partners.

 

Overview

The Incident Analyst work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided services. Follow incident management protocols and restore provided services to normal operation as quickly as possible.

Qualifications

  • Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts.
  • Customer service/satisfaction experience is key.
  • Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
  • Familiarity with the fundamental principles of ITIL/COBIT/SdaaS.
  • Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations.
  • Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization.
  • Exceptional Teamwork spirit.
  • Windows OS, Mac OS.
  • Mobile Devices iOS and preferred Android.
  • Fluent in Spanish and English.
  • Exceptional Resolution skills.
  • Good knowledge of 5 out of the following:
    • OKTA Admin
    • MS Exchange Admin
    • MS Azure Admin
    • MS Active Directory
    • ServiceNow
    • Five9 Admin/Supervisor
    • Network/VPN
    • Apple MAC

Responsibilities

  • Support for computer hardware and any authorized desktop software.
  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.
  • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
  • Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.
  • Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
  • Being accountable for resolving the outage via workaround or permanent fix.
  • Identify and learn appropriate software and hardware, used and supported by the organization.
  • Perform post-resolution follow ups to ensure fulfillment.

Company Overview

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States. Using A.I.-driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities. Since about half of our new customers come to Oportun without a FICO score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday and auto title lenders. In recognition of our responsibly designed products which help consumers build their credit history, Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.

 

With headquarters in California and a remote-first corporate culture, our 3,000+ team members work in Oportun locations and remotely throughout the United States, Mexico, and India.  Our global operations include our Mexico contact centers and administrative offices, our India technology development center, and our US corporate, technology, and retail operations.

 

We feel privileged to have been named a “Top Workplace” by the Bay Area News Group for three years running, one of Fast Company’s Most Innovative Companies in the World for 2020 and recognized as a TIME Magazine 2018 Genius Company for our impact in helping to reinvent the future of lending. For the last three consecutive years, we have been titled Top Workplace by the Bay Area News Group.

 

WORKING AT OPORTUN

Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups and our Diversity, Equity, Inclusion and Belonging Council.

 

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, caste, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

 

We encourage you to apply for this position even if you do not match all the qualifications listed for this position. At Oportun, we will consider all experience on a candidate’s application, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

 

We will also consider those with criminal histories consistent with the requirements of applicable laws in the locations where the role will be based such as the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance when hiring for roles in locations with such laws.

 

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process. Applicants in need of special assistance or accommodation during the application or interview process or in accessing our website may contact us by sending an email to talent@oportun.com. Please include your name and preferred method of contact in your email. Please also note that this email address is for requests for assistance only and not for the submission of applications or resumes, which will not be considered through this channel.

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