Managed Services Analyst

NAVANTA empowers community banks and our people to thrive – together. We are a growing company of passionate, talented and driven individuals who care deeply for one another and our customers. The Managed Services Analyst is a developing technical contributor responsible for delivering consistent, high-quality Tier I–II support to Navanta community bank clients. The Analyst handles a broad range of issues independently, actively contributes to process and documentation improvements, and delivers outstanding client experiences. This role is a critical step in the Navanta technical career path — analysts who demonstrate ownership, technical depth, and leadership potential are well-positioned to advance to Engineer.

ROLE RESPONSIBILITIES

Client Support & Service Request Management

• Resolve Tier I–II support service requests independently, meeting or exceeding SLA targets
• Manage a personal service request queue with strong prioritization and client communication
• Proactively follow up on aging service requests and ensure timely resolution
• Escalate complex issues to Engineers with full documentation of troubleshooting performed

Technical Tasks

• Investigate and resolve a wide range of client infrastructure, endpoint, and application issues using tools like M365.
• Participate in professional services installs and project task work alongside Engineers
• Perform quality assurance checks on completed tasks and service requests
• Advise clients on configuration best practices within your area of expertise
• Follow and reinforce team SOPs and standard paved roads

Documentation & Quality

• Create and maintain knowledge base articles for recurring or complex issues
• Provide detailed, accurate service request documentation at every step
• Identify documentation gaps and escalate or self-assign articles to address them

Team Contribution

• Participate actively in team standups, knowledge shares, and retrospectives
• Bring forward process improvement ideas in team meetings

Professional Development

• Complete certifications or build equivalent demonstrated experience within your technology domain and the Navanta development track
• Pursue relevant technology training to expand technical competency
• Maintain active development goals reviewed quarterly with Pod Manager

EDUCATION & EXPERIENCE

• Bachelor’s degree in Information Systems/Technology or equivalent experience preferred
• 1–3 years of experience in a technical support environment
• Demonstrated proficiency in relevant operating systems, productivity platforms, and core infrastructure technologies
• Relevant entry-level certifications or equivalent demonstrated experience preferred
• Financial services experience is a plus

KNOWLEDGE, SKILLS & ABILITIES

• Strong troubleshooting and problem-solving skills with attention to detail
• Clear, professional communication with clients and team members
• Ability to manage multiple priorities under deadline pressure
• Self-motivated with strong ownership of assigned work
• Team-oriented; willing to support colleagues and share knowledge
• Committed to continuous learning and skill development

SUCCESS FACTORS

• Consistently meets or exceeds SLA targets with low rework rates
• Demonstrates independence on Tier I–II issues without requiring Engineer escalation
• Recognized by peers and Pod Manager as a reliable, go-to resource for foundational issues
• Demonstrates consistent progress toward certifications or equivalent hands-on skill development
• Receives positive feedback from clients and colleagues

Who is Navanta? NAVANTA is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around. Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions. Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities. We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment. We believe engaged employees lead to loyal customers, which in turn drives results for our business. We are caring, intense, and approachable, and have a lot of fun along the way. The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.