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Senior Applications Support Specialist

3 months ago

Eugene, United States Oregon Community Credit Union Full time

Starting pay range: $41.90 - $52.50 per hour.

Location: Eugene, OR - This position is remote in Oregon with occasional travel for training or system maintenance. This role will also require some on-call work on a rotating basis.

OCCU is here to enrich lives. We do this by hiring tenacious, humble, and big-hearted individuals who are driven to work hard; contribute to an outstanding member experience; support their community through volunteering and advocating for community needs and are dedicated to their own individual growth and development.

As the Senior Applications Support Analyst, you will provide experienced, specific technical support, administration, automation and reporting for business systems and applications. You are a liaison to other technical functions in the Technology Services department and application vendors, as well as other departments within OCCU.

Every day you will:

  • Consistently demonstrate alignment with OCCU vision and values.
  • Effectively communicate and coordinate across a distributed environment to drive problem resolution and meet service levels.
  • Share ideas and communicate processes in verbal and written form to leadership business units and peers in a clear and concise manner, tailoring message appropriately to each audience.
  • Adhere to all Standard Operating Procedures (SOPs), guidelines and process flows.
  • Utilize the ITIL Framework for service management (e.g. incident, problem, change management). Ensure that supported systems, applications and services remain available according to specified SLAs and SLOs. Promote the stability and quality of support services according to strategic and technological goals.
  • Adhere to Escalation policies to ensure the appropriate sense of urgency and transparency for major incidents.
  • Coordinate issue escalation to internal development and infrastructure teams or external vendor support, continually monitoring progress to ensure timely resolutions are provided. Collaborate with vendors to gain a full understanding of root cause and solution, applying new knowledge to resolve future issues without requiring escalation to others.
  • Ensure the proper intake and logging of all work, regardless of originating channel (e.g. online, text, chat, call, email, etc.) or work type (e.g. issue, change, project). Document the pertinent details throughout the life cycle of the work item.
  • Execute routine processes necessary for the day-to-day operation of systems, including deploying approved system and application changes, and monitoring networks, systems and applications for issues.
  • Resolve production incidents, including responding after-hours according to priority and on-call schedules. Act as an escalation point for specified areas of responsibility.
  • Demonstrate and maintain an advanced understanding of applications, processes and critical systems to support high availability, 24x7 retail and business banking. This includes the planning, implementing, patching, upgrading, maintaining, monitoring and troubleshooting of network, hardware and systems configurations to maintain efficient operations and minimize downtime.
  • Manage software and certificate licenses, usage and capacity, gathering and reporting performance metrics on networks, appliances, servers and applications.
  • Read, search, filter and interpret various types of Log Files to analyze specific scenarios and error messages to determine appropriate troubleshooting steps.
  • Coordinate and summarize Root Cause Analysis to identify trends and recommendations for improvements of recurring issues or problem areas with in-house
  • Technology Services team members, vendors and partners.
  • Ensure non-production environments for testing and training remain current and satisfy the business units' availability needs.
  • Collaborate with third parties to install, test and communicate changes for system releases, including the management of custom code and configurations.
  • Collaborate with business units to translate needs into technology requirements.
  • Work cross-functionally to achieve expertise of business operations processes, documenting technical process maps to accomplish defined business goals.
  • Utilize the scrum framework, including story writing and agile ceremonies. Facilitate ceremonies as needed. Provide status updates to management and stakeholders regarding issues and progress.
  • Evaluate the viability and value of upcoming application enhancements and new features from vendor's product roadmaps. Recommend the best course of action.
  • Promote effective knowledge management, including developing and writing processes, and collaborating on and validating procedures with Organizational Development (relative to training).
  • Maintain the highest level of confidentiality regarding all sensitive, confidential and proprietary information
To thrive in this role, you must have:
  • A minimum six years of demonstrated experience in technical production support roles, preferably within a financial services organization.
  • Required experience with Fiserv DNA core.
  • Preferred experience with Encompass Mortgage solution.
  • Demonstrated advanced experience with current standard enterprise technologies, including virtualization, programming, web services and API integrations preferred.
  • Demonstrated knowledge of operating systems (Windows, Linux, UNIX, iOS, Android).
  • Hands-on experience maintaining and administrating a core banking system and/or a financial services platform (e.g. Fiserv DNA, MeridianLink, etc).
  • Demonstrated experience writing scripts, performing database queries, and generating/monitoring capacity and performance reports (SQL, PowerShell, Python).
  • Demonstrated experience operating within an Agile/SCRUM framework and/or DevOps mindset.
  • Demonstrated experience utilizing ITIL practices for incident and change management.
  • Intermediate knowledge building process flow diagrams (e.g. MS Visio, LucidChart, Miro, Figma)
  • Advanced knowledge of MS Office and SharePoint.
  • Intermediate knowledge of HTML, CSS, JavaScript.
  • Fundamental knowledge of Active Directory Users & Computers.
  • Demonstrated advanced capabilities in problem-solving techniques for efficient issue
  • resolution.
  • Successfully operate within high stress and pressure situations.
  • Bachelor's degree in computer science/computer engineering and/or demonstrated experience driving measurable business outcomes. An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.
Qualified candidates for this position will have the relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without accommodation.

OCCU offers a robust compensation and benefits package including:
  • Low-cost medical, dental, and vision insurance.
  • 401(k) retirement plan with employer match.
  • Paid time off in addition to 12 paid holidays.
  • Tuition reimbursement for eligible education and training.
  • Company-paid long-term disability.

OCCU is an Equal Opportunity Employer.