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- SUMMARY This position requires the ability to provide day-to-day production support for the various software applications and third party solutions, including supporting new implementations, releases and upgrades. Collaborating with business partners in order to provide escalation and solutions to meet Bank and client needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides support for systems solutions related tasks for the Bank’s software including processes and interfaces. Coordination between vendors, IT, and Business units.
- Annual audit of User Security Access Rights for core platform on an established frequency.
- Monitoring of Incident / Case tracking related to product and service solutions – troubleshooting and resolving cases as assigned in an acceptable SLA.
- Supports process improvement, optimizing peak performance and utilization of the applications.
- Provides functional specifications and documentation as required.
- Works as an IT liaison, facilitating resolution between the software application and any hardware, network requirement dependencies.
- Documents user acceptance testing with software upgrades and version releases.
- Assists in writing custom reports and scheduling automated production as requested from the business units, utilizing Business Analytics.
- Supports leveraging functionality, workflow and administration for teller, new account and document imaging systems.
- Supports creation and processing of automated maintenance programs
- Support management of automated report systems, writing script necessary for scheduling when necessary.
- Support application annual business continuity testing as well as end of year processing.
- Support ATM routine maintenance and service calls.
- Support Depcon report scheduling and ongoing maintenance.
ADDITIONAL RESPONSIBILITIES
- Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management
- Demonstrates high level of quality work, attendance and appearance
- Adheres to all Company Policies & Procedures and Safety Regulations
- Adheres to local, state and federal laws
- Understands and complies with all company rules and regulations
- Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
- Additional duties as assigned as it relates to the position
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities
MINIMUM QUALIFICATIONS
- Minimum of (5) years’ experience in the Financial Industry / Retail Bank Environments
- Minimum of 3 years’ experience supporting software applications – within the IT or Business operations area.
- Working knowledge and understanding of all environments involved with the Business Units applications, which includes parameter settings, network, and application analysis.
- Experience with report writing tools.
- Thorough familiarity with problem analysis and excellent level of problem solving capabilities to establish potential alternatives and solutions to problems.
- Excellent communication oral and in writing. Ability to work with all levels of users.
- Must be highly organized and capable of handling multiple tasks concurrently. (Ability to react to current situations).
- Ability to review test results and correlate those results to the effectiveness of the respective application.
- Excellent technical skills to include Word, Excel, SQL, MS Query, detailed knowledge of bank and vendor maintained databases.
COMPETENCIES:
- Adaptability
- Communication
- Decision Making
- Initiative
- Innovation
- Motivator
- Organization
- Professionalism