As a member of the Application Support team, the Applications Systems Analyst will provide customer service, technical troubleshooting and resolution of issues to internal and external parties. The position will collaborate with various IT teams to address complex issues and requests as related to major and minor applications and systems. Additional responsibilities include testing, training, application and system configuration, administration, and maintenance. Deliver support to end users regarding the use of various types of software programs efficiently and effectively to fulfill business objectives.
Essential Functions & Responsibilities:
25% Resolve complex application and system integration issues, working with other IT groups (Support Services, Network Services, Information Security, and Application Development/BI). Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. Record, track, and document the problem-solving process, including all successful and unsuccessful actions taken to final resolution.
25% Support, administer, maintain and enhance major applications. Ensure applications are running at optimal performance. Perform preventative maintenance, including the installation of service packs, patches, hot fixes, etc. Identify new and improved ways of using applications and new features and functionality. Install and upgrade new and improved software, implement file backups, and configure systems and applications to meet business needs. Identify and communicate risks associated with applications. Assist in conversions, mergers and new software initiatives. Communicate application changes to users.
15% Serve as primary contact with vendors. Act as a liaison between vendors and staff, including IT and business units. Advocate in the best interest of the company to vendor. Follow up on service requests placed with vendor. Maintain issue lists, defect lists and enhancement request lists.
15% Provide second level application support to the help desk as needed and first level help desk support as assigned.
15% Take a lead role in testing to include: requirements gathering and identification, development of test plans, coordination and scheduling of unit testing (involving business units), documenting test results, facilitate prioritization of failed test cases, communication to users, vendors and stakeholders of test results and priority of resolutions.
5% Conduct research into potential software application products and services. Recommend solutions and products.
Knowledge and Skills:
Experience: Three years to five years of IT experience. Experience with software support, technical project management, interdepartmental coordination and documentation. Experience with financial institution applications is a plus. Experience with a formal change management system is a plus.
Education: Equivalent to a college degree (BS or BA in a relevant field).
Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
1. Proven experience with troubleshooting principles and issue resolution techniques.
2. In-depth, hands-on knowledge of and experience with enterprise and desktop applications: including Microsoft office.
3. Working knowledge of Networking, Active Directory, and Server Operating Systems, a plus.
4. Must be detail oriented.
5. Knowledge of trends in technology relating to software applications.
7. Ability to effectively prioritize and execute tasks in a high pressure environment.
8. Ability to absorb new ideas and concepts quickly.
11. Able to develop and interpret technical documentation.
12. Ability to present ideas in business-friendly and user-friendly language for aide in troubleshooting and training of vendor information.
Extended working hours may be required. Periodic travel between branches and travel to conferences and seminars which may be out of town.
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