Senior Application & Technical Support Specialist (Financial Institutions)

Responsibilities

• Financial Systems Expertise - Demonstrate strong knowledge of Axiom FI modules and financial planning processes, including budgeting, forecasting, and reporting, to effectively support customer needs.
• Advanced Issue Troubleshooting & Resolution - Investigate and resolve complex and escalated customer issues related to data, calculations, integrations, and system performance. Perform root cause analysis and implement sustainable solutions.
• Customer Communication & Ownership - Own customer communication from initial contact through resolution. Provide clear guidance, set expectations, and ensure a high-quality customer experience.
• Stakeholder Partnership - Build relationships with customer stakeholders, including senior finance and operations leaders, to understand business needs and support effective system usage.
• Data Analysis & Problem Solving - Analyze financial data, models, and system outputs to identify discrepancies, validate results, and recommend solutions aligned with business objectives.
• Cross-Functional Collaboration - Partner with Product, Engineering, and DevOps teams to escalate and resolve issues, while providing feedback to improve product functionality and customer experience.
• Knowledge Sharing & Mentorship - Share expertise with team members, contribute to documentation, and help elevate team capabilities through guidance and best practices.
• Continuous Improvement - Identify trends in customer issues and recommend improvements to processes, configurations, and system usage.
• Operational Excellence - Effectively prioritize and manage multiple cases, ensuring timely resolution within SLAs and accurate documentation of all interactions.

Requirements

• 4-6+ years of experience working at a bank or credit union in financial operations or financial systems support
• Experience supporting financial planning, budgeting, or reporting systems
• Strong understanding of budgeting, forecasting, and variance analysis
• Proven ability to troubleshoot complex technical and data-related issues
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• You'll Really Wow Us If You Have
• Experience supporting financial institutions (banking, credit unions, or fintech)
• Experience using Axiom, Stratajazz, or EPSI solutions
• Familiarity with SQL or data structures
• Advanced Excel skills
• Experience with Salesforce or case management tools
• Customer-facing support or consulting experience
• Estimated Salary Range: $75,000-90,000
• Find out more about Strata benefits here .
• How we work:
• Our preferred location for open roles is Chicago, IL. We value in‑person connection and regularly host on‑campus events to create meaningful opportunities for our team to build relationships and collaborate
• Thinking about applying?
• Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to careers@stratadecision.com.
• Here @ Strata...
• Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.
• We believe that each of our team member's unique perspectives and experiences is what drives innovation and positive change. Our individual dif

Benefits

Additional Information

How You'll Make an Impact As a Senior Application & Technical Support Specialist supporting our Axiom Financial Institutions (FI) solutions, you will provide application guidance and technical support to customers across financial planning, forecasting, and reporting workflows. You will partner directly with finance and operations stakeholders to resolve complex system and data challenges, ensuring their Axiom solutions are operating effectively and delivering accurate, reliable insights. In this role, you will combine strong financial systems knowledge with advanced troubleshooting skills to support customer success, drive issue resolution, and contribute to continuous improvement.

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