Verafin - Analyst - Client Support Services

As an Analyst – Client Support Services, you'll play a critical role in delivering exceptional customer experiences by ensuring data flows seamlessly from banking systems into our products. You'll work at the intersection of technical problem-solving and customer advocacy, collaborating across teams to resolve complex cases and optimize our service delivery. 

You'll thrive in this position if you're collaborative, detail-oriented, and analytical, with a passion for solving technical challenges that directly impact customer success. 

Key Responsibilities 

• Manage and resolve customer cases by conducting in-depth technical investigations and ensuring timely resolution of software and code changes. 

• Monitor and maintain Service Level Agreements (SLAs) for enterprise-level customers, ensuring consistent delivery excellence. 

• Partner with cross-functional teams including Product, Engineering, and Customer Success to prioritize and escalate issues effectively. 

• Identify data mapping deficiencies and provide actionable recommendations to improve product performance. 

Required Qualifications 

• Bachelor's degree or college diploma in Computer Science, Information Technology, Business, or equivalent practical experience. 

• Strong analytical and troubleshooting skills with the ability to manage competing priorities in a fast-paced environment. 

• Clear communication skills with experience working across both internal teams and external stakeholders to drive outcomes. 

• Ability to understand technical concepts related to data integration and software workflows. 

Preferred Qualifications 

• Experience using Salesforce Reports and dashboards for case tracking and analysis. 

• Background in data integration, development, or working with banking systems. 

• Familiarity with SLA management and enterprise customer support environments. 

This position will be located in St. John's and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates.