Innovation and Technology
Liberty Lake, Washington
Sacramento, California
Spokane, Washington
Lakewood, Washington
At Umpqua, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our employees.
We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.
Think of us as financial partners, because at Umpqua, we believe the best way forward is together. Together for people. Together for business. Together for better.
About the Role:
In this role, you will assist and support associates with core banking applications, standard software, Windows, MS Office, and other related business solutions. You will answer, evaluate, and prioritize incoming requests for assistance. Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems. Support internal associates to empower business relationships with bank customers.
- Provide support for core banking applications, standard software, Windows, MS Office, and other related business solutions.
- Answer, evaluate, and prioritize incoming requests for assistance via telephone, voicemail, email, and Self-Service site.
- Maintain the ITSM tool (ServiceNow) by identifying trends and accurately capturing details to improve IT processes and systems.
- Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
- Perform installations and configurations of computers/laptops using standard processes and tools.
- Participate in a 24x5 global support team and escalate complex problems as needed.
- Demonstrate compliance with all bank regulations and policies.
- Stay updated on regulation changes and ensure adherence to all bank policies, procedures, and compliance regulations. Complete all required training.
- Maintain a working knowledge of the Bank's policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other applicable regulations.
- May be asked to coach, mentor, or train others and teach coursework as a subject matter expert.
- Actively learn, demonstrate, and foster the Umpqua corporate culture in all actions and words.
- Take personal initiative and serve as a positive example for others.
- Embrace our vision to become “Business Bank of Choice”.
- Perform other duties as assigned.
About You:
- Bachelor's Degree in Information Technology (IT) or related field, preferred.
- 2-4 years’ IT-related Service Desk experience, required.
- CompTIA A+, required.
- CompTIA Network+, preferred.
- Broad technical knowledge of troubleshooting and resolving a wide variety of associate problems.
- Excellent interpersonal communication skills.
- Specialized education in IT support tools and applications.
- Knowledge of TCP/IP protocols, PC hardware and software configuration, directory tree structure, Windows Messaging services, Active Directory, and Internet Explorer.
- Proficient in MS Office Suite, Enterprise Networks, banking computer systems, and print device troubleshooting in a networked environment.
- Outstanding customer service skills and ability to communicate highly technical information to both technical and non-technical associates.
- Good research, analytical, problem-solving, and troubleshooting skills.
- Familiarity with ServiceNow (Universal Request, Incident, Request Fulfillment, Change Management, Report, Agent Workspace, and Software/Hardware Asset Management), Webex Calling, Cisco IVR, and Calabrio call recording.
Travel Type: Occasional
Job Location(s): This posting is part of an evergreen requisition; we are actively seeking talent for current and upcoming opportunities in this market. While this requisition serves to build a talent pipeline, we currently have immediate openings and encourage qualified candidates to apply. We will reach out as positions become available in the following locations:
Spokane, WA
Lakewood, WA
Liberty Lake, WA
We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $21.00 - $32.00, and the pay rate for the selected candidate depends on various non-discriminatory factors such as knowledge, skills, experience, education, and location. The role may be eligible for performance-based incentives, details of which will be provided during recruitment.
Our benefits include comprehensive healthcare coverage (medical, dental, vision), a 401(k) plan with employer match, employee assistance programs, life and disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, paid vacation, sick days, volunteer days, and holidays. Benefits eligibility begins the first day of the month following hire for associates working at least 30 hours weekly.
Our Commitment to Diversity:
Umpqua Bank is an equal opportunity employer committed to a diverse workforce. All qualified applicants will receive consideration without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, veteran status, disability, or other protected characteristics. For accommodations during the application or interview process, contact us at careers@umpquabank.com.
To Staffing and Recruiting Agencies:
Our job postings are only for individuals seeking employment directly with Umpqua Bank. We do not accept unsolicited resumes from agencies and are not responsible for fees related to such submissions. Agencies are not authorized to submit profiles or resumes unless explicitly requested by our Talent Acquisition team.