App Support Specialist II (Online Banking)
About The Position
Our Online Banking Support team provides support for our Consumer, Small business Online banking application. We work closely with our business partners, vendors and product team to effectively support the online banking platform. This includes our main platform and other subsidiary applications that support the online banking experience. As an Application Support Specialist II, you will provide technical application support and create solutions across a broad range of products. This will include working incident tickets, monitoring systems performance, and assisting with or applying application fixes and upgrades. You will also troubleshoot and triage problems and incidents on production applications. This is a subset of the overall responsibilities which will include multiple initiatives as assigned by IT leadership.
Requirements
- At least 5 years of experience in a technical role supporting financial applications, including familiarity with transaction processing and online banking applications.
- Knowledge and experience troubleshooting production issues that span multiple systems.
- Knowledge and/or experience with Splunk.
- Experience supporting Q2 (vendor) applications or similar online banking systems.
- Ability to field incoming incident tickets to identify and resolve application issues within a high-pressure environment.
- A proactive focus utilizing the available system monitoring tools.
- A logical thinking mindset with strong analytical skills and experience performing and coordinating Root Cause Analysis and trend analysis.
- An inquisitive approach and successfully demonstrated the ability to conduct research independently to find a solution without being prompted.
Nice To Haves
- Experience with ServiceNow or a similar ticketing system.
- Worked in a banking or financial services industry.
- Experience with Splunk scripting.
- Experience supporting API integrated systems.
Responsibilities
- Serve as a point of contact for incidents to coordinate issue resolution working with applications teams, vendors, business units, and varied departments.
- Analyze and measure problem and incident data to identify underlying and systemic problems which also includes implementing solutions to resolve current incidents and reduce or eliminate future incidents.
- Manage post-mortem analysis process for high priority incidents and problems.
- Document resolutions to allow for reuse processes, trending and categorization of issues.
- Work closely with business peers, Vendors, application teams and management to develop and implement process improvements that aid in the reduction in problem tickets and increase in system performance.
- Coordinating with third-party vendors to resolve issues and meet SLAs.
- Identify and recommend practices that reduce and eliminate problems and outages of managed information systems and applications.
- Provide assistance to less experienced associates to aid in problem resolution.
- Share on call with other team members.
Benefits
- Paid Time Off
- a 401(k) matching program
- annual incentive pay
- paid holidays
- a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage
- health savings, flexible spending, and dependent care accounts
- adoption assistance
- an employee assistance program
- fitness reimbursement
- tuition reimbursement
- an associate wellbeing program
- an associate emergency fund
- various associate banking benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
