Systems Support Specialist

Product and Systems Support SpecialistAnnapolis, Maryland; Easton, Maryland; Waldorf, MarylandShore United Bank is a full-service financial institution with a rich history dating back to 1876. In excess of $6 billion in assets, we offer innovative financial services delivered with the personal touch you expect. We serve a broad geographic area with branches in Maryland, Delaware, and Virginia, and we also provide a comprehensive suite of digital banking services that allow you to bank with us no matter where life takes you. In addition to banking, we offer trust and wealth management services through Wye Trust, a division of Shore United Bank. Together, our team of experienced professionals is dedicated to helping you achieve your financial goals.Shore United Bank is seeking a full-time Product and Systems Support Specialist to join our team. The Product and Systems Support Specialist supports the administration, enhancement, and daily operations of the Bank's product and system platforms, with a primary focus on nCino. This role serves as a first point of contact for system support, troubleshooting, and optimization requests, helping drive efficient system utilization, strong data quality, and a positive employee experience. This role supports critical banking platforms that enable lending, product delivery, and operational efficiency across the organization.Essential functions include:Serves as a primary point of contact for employee inquiries related to system functionality and optimizationManages and responds to system-related helpdesk tickets, ensuring timely resolutionTroubleshoots basic system issues and escalates complex issues appropriatelySupports intake, tracking, and documentation of system enhancement requestsAssists with system testing, including user acceptance and release validationMaintains and updates system documentation, procedures, and job aidsReinforces best practices through training follow-up and user supportIdentifies trends in support requests and recommends process or system improvementsAssists with monitoring data quality and supporting system integrationsDemonstrates compliance awareness by completing all required regulatory and compliance training (e.g., BSA, CRA, ECOA) on or before deadlines, and actively supporting all policies, procedures, and practices that promote risk management, safety, and regulatory adherenceLocation: This position can work from one of three locations:Waldorf Annex: 3035 Leonardtown Rd, Waldorf, MD 20601Shore Bancshares Headquarters: 28969 Information Ln, Easton, MD 21601Westgate Building: 200 Westgate Circle, Suite 200, Annapolis, MD 21401Position Type/Expected Hours of Work:Full-time.Non-exempt.Days of Work: Monday-Friday 8:00 AM - 4:30 PM.Required Education and Experience:Bachelor's degree or equivalent experience2-4 years of experience supporting banking systems, loan origination/operating system platforms (e.g., nCino), or Salesforce-based applicationsPreferred Skills and Qualifications:Banking or Salesforce experience, ticketing systems, documentation skillsExperience with nCino or Salesforce platform administration/supportFamiliarity with ticketing systems (e.g., Jira, ServiceNow)Experience creating documentation, job aids, and user guidesUnderstanding of banking operations, lending processes, or product workflowsCompensation:The pay range for this position is $28.00 to $35.00 hourly.Actual compensation offered may vary from the posted hiring range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.Company Benefits:Join a family- and community-oriented workplace that offers a team environment, along with a collaborative and friendly place to work.Comprehensive benefits package for full-time, permanent employees including health, dental, vision, company-paid life insurance, mental health well-being, company paid short-term and long-term disability, and much more!Paid parental leave401k savings plan with up to a 4% company matchEmployee Stock Purchase PlanEducation AssistanceEmployee perks such as: employee banking services, loan discount program, education assistance, career development program, Employee Assistance Program, and wellness initiatives.Opportunity for growth and advancementPaid training program and continuous training sessions throughout the year on various topicsGenerous paid time off and paid sick timeCommunity involvement opportunitiesEmployment offers are contingent upon the successful completion of a pre-employment screening, which includes a background check, credit check, verification of employment history, and any other screenings required for the position.Shore United Bank is an Affirmative Action/Equal Opportunity Employer. Shore United Bank is an E-Verify participant.