Application Support Specialist

2 weeks ago

Hartford, United States Gotham Technology Group Full time

A banking client is looking to add a Application Support Specialist to their growing technical support team supporting their core banking applications.

3 days/on-site in Connecticut, 2 days remote.

Summary of Position:

The Application Support Specialist is responsible for providing necessary technical support relating to various business SaaS-based applications, system-level software, and other general computing applications. The Application Support Specialist will also provide advanced technical support and will play a key role in the research and troubleshooting relating to end-user support. They are also responsible for ongoing support and maintenance of internal Datacenter and Branch based systems, as well as providing technical assistance to team members, as an internal point of escalation. This candidate will be crucial in serving as a liaison between technology teams, vendors, and the business, while driving company initiatives and goals. The Application Support Specialist is responsible for developing an application program framework that identifies comprehensive elements, for example: associated technologies, access provisioning, business area usage, high-level workflow, versioning, vendor contacts, technical diagrams. In addition, this program umbrella will include customer engagement from both an internal business area and vendor perspective.

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. Create process for tracking issues, new initiatives, maintenance tasks and updates on mission critical applications. This includes executive reporting. 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. Participating in IT and business projects as required. 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. Entering all work as service or project tickets in IT Service Management System. Creating and working through project tickets and phases in ITSM as assigned. Participating in annual Compliance Reviews and Audits. Performing all work in direct alignment with departmental Risk Management and Change Management protocol. Occasional after-hours and weekend work will be required, as deemed necessary by Management. Performing other related duties as required.

Qualifications, Knowledge, Skills, and/or Abilities: Working knowledge of an enterprise core-banking system; online digital banking platform is a must. Specific experience as a technical resource for applications for overall support, administration, and business requirement perspective. Self-starter, history of taking initiative, identifying, presenting, and implementing process improvements. Ability to lead projects and work initiatives, coordinating tasks with internal and external resources, driving for results. Experience with multiple technologies, processes, and environments with a proven ability to create and execute project plans. Working knowledge of Microsoft technologies and monitoring/management applications. Working knowledge of VMWare based virtualization technologies. Working knowledge of Enterprise class Data Storage systems and platforms. Ability to apply ITIL principles to ensure effective delivery of application support services and continuous service improvement. Familiarity with IT service management tools, such as Ivanti and JIRA Service Desk a plus. Strong understanding of industry standard support tools and troubleshooting techniques. Microsoft Office suite of applications – Word, Excel, PowerPoint, Outlook, Visio, Etc. Demonstrated effective leadership and communication (written/verbal/presentation) skills. Demonstrated strong analysis, problem resolution, judgment, and decision-making skills. Able to contribute positively and collaborate as part of a team. Strong attention to detail, and highly organized. Thrives in a high-pressure environment, self-motivated, and can work with tight deadlines. Perform assigned tasks accurately and on a timely basis. Adheres to all applicable Policies and Procedures. BA/BS in MIS, Computer Science, or a Business-related field or technical certifications. In lieu of a degree, work experience will be taken into consideration for qualifying candidates. 5-7 years of progressive Systems Administration/Application Support/System Troubleshooting professional experience required. IT experience in the Financial Services or Banking Industry strongly desired

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