25 days old

nCino Support Manager

Silicon Valley Bank
New York, NY 10007
  • Job Code
    11351
BE PART OF A BANK LIKE NO OTHER.

When you work with the world's most innovative companies, you know you're making a difference.

Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to SVB for our expertise, deep network and 30+ years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

Job Description
The nCino Support Manager manages the team responsible for delivering high quality technology support and services to SVB's nCino users and will serve as the product manager for the WhatFix application. They must be able to manage escalations from their team, make decisions, prioritize, and help develop solutions to resolve frequent issues in addition to the daily people management of their team.

Product Management

  • Demonstrate advanced knowledge of the nCino Bank Operating System and configure our platform to nCino Gold Standards
  • Review Support tickets to spot issue trends and problem areas
  • Collaborate with agile pods to create user stories for issues identified through nCino Support
  • Analyze user business processes and determine solutions
  • Collaborate with groups across multiple departments when necessary

Serve as Product Manager for WhatFix on nCino
  • Prioritize updates and flows
  • Provide use cases and business context for changes
  • Review test scripts

Team Management
  • Directs & supervises by providing coaching, guidance, and support the continued development of their team's knowledge of the nCino Bank Operating System
  • Educate team and users on SVB's nCino business processes
  • Advise on team member's questions as they prioritize, research, troubleshoot, and resolve user reported error messages, questions, and configuration enhancements

This person will need to add to their existing knowledge of nCino an intimate knowledge of SVBs business processes and functions so that they can advise both the business and technology teams on gaps in the nCino solution.

They will make decisions around:

  • How their team interacts with end users
  • Whether or not fixes implemented by the dev teams have been deployed correctly
  • How to train their team on nCino
  • WhatFix (nCino's digital adoption platform)
    • Prioritization of updates and flows
    • User notifications/warnings
    • Testing and review strategy

They will be a contributor to decisions around:

  • Escalation processes for user issues
  • Whether or not there are gaps in the nCino system
  • Design of enhancements to the nCino system
  • Gaps in the business processes
  • Changes to business processes

Skills/Qualifications

Knowledge of Salesforce

SQL/SOQL or related Database Experience

Strong leadership, collaboration, and communication skills

Prioritization

Problem solving

Coaching

Patience and composure in stressful situations

Bachelor Degree required, preferred in Information Systems/Computer Science/ Information Technology or Related Field

Experience with the Salesforce Platform, particularly supporting managed packages.

Certified Salesforce Administrator and/or Certified App Builder - preferred

For more than 35 years, SVB Financial Group (NASDAQ: SIVB) and its subsidiaries have helped innovative companies and their investors move bold ideas forward, fast. SVB Financial Group's businesses, including Silicon Valley Bank, offer commercial and private banking, asset management, private wealth management, brokerage and investment services and funds management services to companies in the technology, life science and healthcare, private equity and venture capital, and premium wine industries. Headquartered in Santa Clara, California, SVB Financial Group operates in centers of innovation around the world. Learn more at svb.com.

SVB Financial Group is an equal opportunity employer.

At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

2021 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB).

Silicon Valley Bank is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK under No. FC029579. Silicon Valley Bank is authorised and regulated by the California Department of Business Oversight and the United States Federal Reserve Bank; authorised by the Prudential Regulation Authority with number 577295; and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.





Posted: 2021-07-07 Expires: 2021-08-05
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nCino Support Manager

Silicon Valley Bank
New York, NY 10007

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