Senior Application Support Specialist

2 weeks ago

New York, New York, United States Pinnacle Group Full time
Job Title: Senior Application Support Analyst

Job Summary:

We are seeking a highly skilled Senior Application Support Analyst to join our team at Pinnacle Group. As a key member of our support team, you will be responsible for providing technical support to our FIS GMI users, troubleshooting issues, and resolving problems.

Key Responsibilities:

  • Providing technical support to FIS GMI users, including troubleshooting issues, answering questions, and resolving problems
  • Configuring and maintaining the FIS GMI system, including testing and implementing system changes and updates
  • Collaborating with other teams and departments to ensure effective system operation and support
  • Monitoring system performance and identifying opportunities for improvement or optimization
  • Developing and maintaining system documentation, including procedures and user guides
  • Participating in system testing, validation, and implementation projects
  • Providing training and support to FIS GMI users, including new employee onboarding and ongoing training and development
  • Providing technical solutions and liaising with the Operations business during critical production outages while managing the remediation tasks following these outages to avoid repeat failures
  • Working with the Development and Release teams to ensure robust software implementations
  • Creating innovative solutions and proactive approaches to optimizing processes
  • Effectively communicating issues and status updates with business users, second-level support, and development teams

Qualifications:

  • Excellent problem-solving skills and the ability to troubleshoot complex technical issues
  • Experience in production support or software development for 5-8 years, preferably in the fintech industry
  • Experience in ITIL would be beneficial
  • Experience in a demanding environment, working to strict deadlines
  • Experience in a service-based environment would be beneficial
  • Experience in analyzing and solving problems
  • GMI, AS/400, and System 36/RPGLE
  • Strong SQL knowledge and query writing
  • ITRS, ServiceNow
  • Nice to have: Python, Perl, and or scripting skills

Additional Requirements:

  • Ability to communicate well at all levels
  • Strong organizational skills
  • Self-motivating
  • Ability to work in a team environment
  • Ability to learn new skills quickly with little supervision
  • Possess strong communication skills, in both verbal and written format
  • Well organized and able to multi-task
  • Planning, delegation, multi-tasking, and prioritization skills
  • Team-oriented with a collegial approach to addressing challenges
  • Will be a highly motivated, strong performer with a proven ability to manage remote vendor teams to full effectiveness
  • Willingness and proactivity to take ownership of issues and see them through to resolution
  • Desire, and proven ability, to constantly improve technical environments and platforms
  • Must have strong attention to detail and not be willing to settle for a job half done
  • Be flexible to react to situations within the production support environment

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