Job Description

Application Support is an IT Operations service that ensures the enterprise application processes run smoothly and enables users to conduct their business. Both internal and external stakeholders of an organization are engaged. The internal users are the organizational employees, management, and ownership. The external users could be vendors, partners, or anyone else who accesses the services we support. Jobs in IT Application Support install/deploy and provide support, troubleshooting, and maintenance for vendor or in-house business applications, serving as a liaison between end users in the business and the vendor. Their duties include optimizing software application performance, installing updates, performing debugging procedures, and resolving service desk tickets in a timely fashion. They also may act as a subject matter expert for a specific application suite of products. The enterprise applications include OnPrem, SaaS, Cloud, and Hybrid environments. This individual is a developing professional that participates in ongoing maintenance, support, and management of vendor-supplied enterprise application systems. This person is learning how to collaborate with the business and assist with technical planning.

Essential Functions

• Interfaces with application developers to coordinate systems implementation, releases, and enhancements. Installs and upgrades application software on servers as needed.
• Performs gap analysis to identify opportunities for process improvement control of work flow.
• Provides technical support for relatively straightforward application issues. Escalates to the appropriate IT team where necessary.
• Builds and maintains strong working knowledge of various business areas, processes, and applications that support them.
• Provide daily operational support for application systems.
• Prepares supporting documentation and application user guides.
• Operates effectively as part of a larger team and in managing own work.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree in a technical field
• 0 - 2+ years working experience in a technical field or
• 4 - 6+ years working experience in a technical field if the highest level of formal education is a high school diploma

Preferred Qualifications for this Position

• Basic Windows server admin knowledge – RDP, services, permissions, commands in Windows CMD
• Basic SQL server knowledge - familiarity with SSMS
• Experience handling core banking application incidents and requests for a bank or credit union - able to communicate via email with business units on status of incidents and requests.
• Respond to questions and requests from vendors and update vendors on support requests
• Update and create new documentation as procedures change
• Handling tickets in ServiceNow and alerts from PagerDuty
• Core Banking application background and experience with: Symitar, Synergy, ImageCenter, Temenos

Technical or Specialized Knowledge/Skills:

• Possesses a working knowledge of technologies relevant to their portfolio of applications with the ability to facilitate troubleshooting, including basic scripting / programming / configuration.
• Possesses a broad understanding of current capabilities & limitations of existing systems.
• Developing an understanding of industry and technology trends.
• Possesses working knowledge of the tools, procedures and processes needed to manage and support the applications environment.
• Can explain procedures effectively to more junior team members and coach them through problem resolution.
• Understands the IT organization and where to escalate various application problems.
• Communication skills (written, verbal, and listening) with specific ability to translate technical details to a non-technical audience.
• Excellent analytical skills.
• Understanding of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations
• Proficiency with Word, Excel, PowerPoint, Microsoft Project, and Visio.
• Has an understanding of the Ent organization, with the ability to prioritize the criticality of a user area or application requiring support.
• Courteous and tactful at all times with customers and IT colleagues.
• Demonstrates a orientation towards customer service.
• Has a working knowledge of various business areas, processes and the applications that support them.
• Develops a basic understanding of the credit union industry and the products and services of the company.

Certifications Required:

• ITIL Foundation preferred
• CompTIA A+ preferred

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for Level I is: $25 to $33 per Hour (I12)

The pay range for Level II is: $29 to $38 per Hour (I13)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

We anticipate this position to close on 7/5/2024. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)