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Application Support Specialist

4 months ago

New Canaan, United States Gotham Technology Group Full time

The Application Support Specialist oversees technical support for business SaaS applications, system software, and computing tools. Troubleshoot end-user issues, maintain internal systems, and facilitate communication between tech teams and vendors.


Responsibilities include, but are not limited to the following:

  • Supporting, monitoring, and conducting maintenance of the organization’s core banking systems infrastructure (FIS, Fiserv, Jack Henry).
  • Create, update, and maintain detailed technical documentation, including application specifications, system diagrams, user manuals, and other relevant documentation for supported applications.
  • Develop and maintain external vendor relationships with respect to technology-driven applications and systems.
  • Deploying and maintaining secure systems configurations, in supporting regulatory guidelines or requirements.
  • Provides System Administration support to maintain the Company’s IT infrastructure, including hardware and software.
  • Ability to gather business requirements and work with vendors or internal resources to identify solutions/options and if applicable task work effort and implement.
  • Applies diagnostic and troubleshooting skills to research and resolve system and application issues.
  • Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
  • Evaluating, assessing, and testing new applications, in support of the Bank’s strategic initiatives.
  • Improves existing programs/applications by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
  • Provides hardware and software support to end-users.
  • Working knowledge of Microsoft Active Directory Services, Windows Servers, VMWare, SAN/NAS, Email/Exchange, SQL, and supporting infrastructures.
  • Documenting internal processes and procedures related to duties and responsibilities.
  • Updating and maintaining accurate reference material for all supported systems, such as work-flow diagrams, Network specifications, technical support, and end-user documentation.
  • Working closely with internal Network, Security, and End User/Infrastructure teams daily.
  • Escalating of service or project issues which cannot be completed within defined service levels
  • Participating in annual Compliance Reviews and Audits.
  • Performing all work in direct alignment with departmental Risk Management and Change Management protocol.


Qualifications, Knowledge, Skills, and/or Abilities:

  • Essential knowledge of enterprise core-banking and digital banking systems.
  • Proven track record as a technical resource for application support, administration, and business requirements.
  • Demonstrated initiative, with a history of implementing process improvements.
  • Strong project leadership skills, with the ability to coordinate tasks and drive results.
  • Experience with diverse technologies and project planning.
  • Proficiency in Microsoft technologies and monitoring applications.
  • Familiarity with VMWare virtualization and enterprise data storage systems.
  • Application of ITIL principles for effective support service delivery and continuous improvement.
  • Knowledge of IT service management tools, such as Ivanti and JIRA Service Desk, is advantageous.
  • Proficiency in industry-standard support tools and troubleshooting techniques.
  • Competence in Microsoft Office applications.
  • Excellent communication and leadership skills, both written and verbal.
  • Strong analytical, problem-solving, judgment, and decision-making abilities.
  • Collaborative team player with keen attention to detail and organizational skills.
  • Ability to thrive in high-pressure environments, meet tight deadlines, and deliver accurate work.
  • Compliance with relevant policies and procedures.
  • Bachelor's degree in MIS, Computer Science, or related field, or equivalent technical certifications.
  • Alternatively, relevant work experience may be considered.
  • 5-7 years of progressive professional experience in Systems Administration, Application Support, or System Troubleshooting.
  • Preference for IT experience in the Financial Services or Banking Industry.