Product and Systems Support Specialist

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 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

Location: This position can work from one of three locations:

• Waldorf Annex: 3035 Leonardtown Rd, Waldorf, MD 20601
• Shore Bancshares Headquarters: 28969 Information Ln, Easton, MD 21601
• Westgate Building: 200 Westgate Circle, Suite 200, Annapolis, MD 21401

Position Type/Expected Hours of Work:

• Full-time.
• Non-exempt.
• Days of Work: Monday-Friday.

Required Education and Experience:

• 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

Compensation:

• 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.