Incident Analyst | (NQK-735)

Incident Analyst | (NQK-735)

Department Overview:
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.
**Responsibilities**:
- Identify, Learn and Support for appropriate hardware and any authorized desktop software.
- Perform post-resolution follow ups to ensure fulfillment.
- 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.
- Racking project milestones, maintaining client correspondences, managing project scope, leading process design improvements, conducting system integration and undertaking project analysis.
Qualifications:
- Availability to work rotating shifts.
- 3 years Customer service/satisfaction.
- 2 years Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
- 2 years managing fundamental principles of ITIL/COBIT/SdaaS and support ticket systems understanding at Enterprise Scale
- 2 years Mobile Devices iOS and preferred Android troubleshooting.
- 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 with effectively work as part of a team, both locally and virtually (including international teams)
- Strong problem solving and deductive reasoning skills.
- Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations.
- Ability to adapt quickly, learn new processes and develop new skill sets, continuous learner.
- Fluent in Spanish and English.
- OKTA Admin
- MS Exchange Admin
- MS Azure Admin
- MS Active Directory
- ServiceNow
- Five9 Admin/Supervisor
- Network/VPN
- Apple MAC
LI-SG1
LI-REMOTE
IND
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 orientati

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