Product and Systems Support Specialist

• Serves as a primary point of contact for employee inquiries related to system functionality and optimization
• Manages and responds to system-related helpdesk tickets, ensuring timely resolution
• Troubleshoots basic system issues and escalate complex issues appropriately
• Supports intake, tracking, and documentation of system enhancement requests
• Assists with system testing, including user acceptance and release validation
• Maintains and updates system documentation, procedures, and job aids
• Reinforces best practices through training follow-up and user support
• Identifies trends in supports requests and recommends process or system improvements
• Assists with monitoring data quality and supporting system integrations
• Demonstrates 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 adherence

• Bachelor's degree or equivalent experience
• 2-4 years supporting banking systems or Salesforce
• 2-4 years of experience supporting banking systems, loan origination/operating system platforms (e.g., nCino), or Salesforce-based applications

Preferred Skills and Qualifications:

• Banking or Salesforce experience, ticketing systems, documentation skills
• Experience with nCino or Salesforce platform administration/support
• Familiarity with ticketing systems (e.g., Jira, ServiceNow)
• Experience creating documentation, job aids, and user guides
• Understanding of banking operations, lending processes, or product workflows

life insurance, parental leave, paid time off, sick time, 401(k) United States, Maryland, Waldorf Jun 25, 2026, * 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, short-term and long-term disability, and much more!
• Paid parental leave
• 401k savings plan with up to a 4% company match
• Employee Stock Purchase Plan
• Employee perks such as: employee banking services, loan discount program, education assistance, career development program, Employee Assistance Program, and wellness initiatives.
• Opportunity for growth and advancement
• Paid training program and continuous training sessions throughout the year on various topics
• Generous paid time off and paid sick time
• Community involvement opportunities

Shore 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.