Product Support Manager II

3 weeks ago

Kansas City, United States Dickinson Financial Corporation Full time
Position Description

Summary:

Provide service support and service delivery of assigned banking applications and systems. Coordinates the efforts of cross-functional teams made up of business unit, technical staff, and vendors, to accomplish application/product development and support objectives. Performs business analysts and project management responsibilities for projects related to assigned systems. Ensures company and Data Center policies and guidelines are followed in the performance of assigned duties.

Principal Accountabilities:

  • Responsible for application support for assigned banking applications and systems, including incident, problem, change, and release management functions.
  • Plan, test, and implement application changes and software updates.
  • Lead problem management and incident management efforts for high severity incidents.
  • Coordinate with assigned business units to prioritize service requests (projects, enhancements, maintenance, and upgrades).
  • Coordinate vendor efforts for development and support. Develop business requirements for projects and assigned systems.
  • Develop test plans for changes to assigned systems.
  • Develop comprehensive support plans and DR plans for assigned applications.
  • After-hour and weekend work may be required to meet project deadlines, conduct DR tests, or to address high priority incidents and problems.
  • Provide project management for banking application and IT projects.
  • Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
  • Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
  • Maintains client information in complete confidence.
  • Completes other specified duties as assigned.
  • Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.
Position Requirements

Minimum Qualifications:
  • Bachelor of Science or equivalent experience in accounting, business administration, computer science, or related field required.
  • Must be very familiar with financial products and services, and bank operations. Experience with accounting and bank compliance applications preferred.
  • Must have strong interdisciplinary IT skills and be familiar with IT Service Management and Service Delivery principles.
  • Basic to advanced project management skills required. Must have exceptional verbal and written communication skills.
  • Experience developing business requirements and business cases desired.
  • Several years of progressive experience in the support and development of banking applications.


Physical Requirements:

The work environment is typical of a standard office setting. The position is sedentary, exerting 0 - 10 lbs. of force occasionally and/or a negligible amount of force frequently. It involves sitting most of the time but may also involve walking or standing for brief periods of time. Reaching may be required involving extending arms in any direction. Office equipment, such as a computer and telephone will be used requiring the use of hands and fingers to manipulate a keyboard or keypad. Visual ability to read a computer screen or written documents is necessary. Speaking ability to express or exchange ideas; impart oral information to customers or to the public; or convey detailed or important spoken instructions by means of the spoken word is required. Hearing is necessary to receive detailed information through oral communication.

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