Analyst, Application Support Engineer

Santander•REMOTE - Wisconsin, WI

2d•$76,875 - $130,000

About The Position

The Analyst, Application Support Engineer troubleshoots software and ensures help desk tickets are resolved on time. The role maintains and supports existing software applications, identifies and resolves basic application issues and bugs, and escalates complex issues to management. The position responds to inquiries, routes issues to appropriate departments or people, and follows through with customers and staff. It recommends improvements to software and applications, configures and administers systems or applications, and helps maintain the quality, organization, and automation of software applications. The role works with business areas, systems analysts, and business analysts to gather input and support decision-making. It analyzes user stories written by domain experts and translates them into technical solutions, provides guidance and training to less experienced IT Specialists, prepares routine and special reports, and assists with varied departmental projects and tasks. It also troubleshoots incidents reported by business units or end users and participates in IT solution implementations, upgrades, enhancements, and conversions. The position requires a bachelor’s degree in a related field or equivalent demonstrated through work experience, training, military service, or education. At least three years of experience in information technology, technical application development, or a similar area is required. Applicants must be authorized to work in the United States full-time without employer sponsorship. The posted annual base pay range is $76,875 to $130,000; exact compensation may vary based on skills, experience, training, licensure, certifications, and location.

Requirements

Bachelor’s degree in a related field, or equivalent demonstrated through work experience, training, military service, or education.
At least 3 years of information technology, technical application development, or similar experience.
Analytical and problem-solving skills.
Basic communication skills.
Ability to work independently and collaboratively.
Ability to work effectively in a fast-paced environment.
Ability to learn new technologies.
Produces accurate, quality work and is detail-oriented.
Ability to program in the required language.
General understanding of the technology project lifecycle.
General understanding of the financial services business environment.
Broad theoretical job knowledge typically obtained through advanced education.
Basic knowledge of development tools, programming languages, and methodologies.
Technical writing and documentation experience.
Ability to communicate technical concepts to non-technical personnel.
Must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Nice To Haves

At least 3 years of experience with .NET Core, C#, PowerShell, SQL, VB, APIs and vendor APIs, Jira, VMware virtualization, and Scrum methodology.
At least 3 years of experience providing customer support for IT systems or applications.
At least 3 years of experience writing technical documentation for technical and nontechnical audiences.
Established work history or equivalent demonstrated through work experience, training, military service, or education.

Responsibilities

Troubleshoot software and ensure help desk tickets are resolved on time.
Maintain and support existing software applications; identify and resolve basic application issues and bugs, and escalate complex issues to management.
Respond to inquiries, refer issues to the appropriate department or person, and follow through with customers and staff involved.
Recommend enhancements to existing software and applications to improve effectiveness.
Configure and administer systems or applications so changes are methodically planned, executed, and verified.
Help maintain software application quality, organization, and automation.
Interact with business areas, systems analysts, and business analysts to gather input and support decision-making.
Provide guidance and training to less experienced IT Specialists.
Analyze user stories written by domain experts and translate them into technical solutions.
Assist with special projects and varied departmental tasks.
Prepare routine and special reports as required.
Escalate work issues to a Team Lead or Manager as needed.
Troubleshoot incidents reported by business units or end users.
Participate in business and technical IT solution implementations, upgrades, enhancements, and conversions.