Application Support Technician I

Salary Grade: 14

SUMMARY:

Analyst activities include: application development and support, product management, technical support and all phases of change management. This also entails working closely with business lines and training departments. Serve as a user administrator ensuring appropriate access to many applications including the host system for the Bank's employees.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Application Administrator

Application Development and Support

1. Review, analyze and modify applications and databases, including system configuration, testing and debugging applications
2. Manage the implementation of new software releases and patches, following the Bank's IT policies
3. Maintain timing of synchronization of multiple core environments (Production, Test and Training)
4. Assist in the design, delivery, and improvement of in-house and third-party software
5. Identify and implement solutions to recurring problems
6. Serve as the application resource for all Bank departments
7. Assist with hardware issues and software error resolution
8. Trouble-shoot technical problems
9. Translate needs into technical requirements
10. Consult with users and stakeholders in the development of processes and procedures to increase system capability
11. Develop testing plans and coordinate the testing of system enhancements
12. Provide interface management via data mapping, report-writing and trouble-shooting
13. Develop and maintain technical and procedural documentation
14. Provide daily system application administration

User Administration

1. Establish user rights and security by adding, changing and deleting user access according to established procedures
2. Design and maintain user roles
3. Reset user passwords
4. Document and maintain procedures
5. Audit system reports to ensure user rights are added, changed and deleted according to established procedures
6. Conduct and manage user access reviews
7. Provide annual oversight to the Bank's Application Administration policy (4.1) by identifying in-scope applications, distributing and collecting application administrator questionnaire responses, identifying exceptions so they can be risk rated by Information Security.

Forms documentation development and maintenance

1. Develop or support and incorporate the appropriate forms and disclosure documentation
2. Review and maintain associated forms and procedures on an ongoing basis
3. Provide assistance on development, creation and incorporation of new and/or modified documentation for the application

User support

1. Provide advanced technical support for identified applications
2. Inform end-users about new functionality
3. Serve as Bank-wide problem solving resource
4. Communicate pertinent information within the Bank; verbally, written and through reports
5. Manage changes and enhancements with other Bank departments
6. Manage problem resolution regarding the software and any interfacing applications

Applications Supported (Partial list):

1. Core (teller, platform, operations)
2. General Ledger
3. Loan Origination

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• Associates degree desired - Focus on Business, Software, Hardware

KNOWLEDGE, SKILLS & ABILITIES:

• 2-4 years banking experience preferred
• Solid written and verbal communication skills
• Strong knowledge and understanding of the core system, the Bank's data and processes
• Strong technical and computer skills
• Good organizational skills

COMPETENCIES:

• Must have cyber security awareness to protect the digital environment, the Bank, and customers.
• Required to be available for support off-hours, as needed