Application Support Engineer
About The Position
Under the direction of the Director of Technology Service Management, the Application Support Engineer is responsible for the daily monitoring, management, troubleshooting and issue resolution for all the software components of our hosted platform. This position works closely with our infrastructure operations and business development teams to provide end-to-end platform support and application management services. This role is also responsible for a general understanding of products, services and solutions (including market, trends and strategies) related to the Association’s application portfolio, platform and automation tools. Collaborates and engages in activities to assure knowledge development, sharing, leading, and integration within and across the organization as suitable. Where appropriate, the Application Support Engineer will contribute to innovation and continuous improvement efforts to reduce operational costs relating to the Association’s application portfolio. Consistent, sustained communication across IT and with our Business Partners is required to ensure service excellence for the Association. This position supports key operational demands, including Production Support stability and responsiveness, Knowledge Management maturity, Problem Management (root cause analysis and trend reduction) and Major Incident Management (coordination, communication, and resolution discipline) for AAC, ensuring we are operating in a scalable, resilient and well- controls manner to strengthen our operational capabilities and reduce risk.
Requirements
- BA/BS degree, with emphasis on computer science, management information systems or business; or equivalent.
- Five to seven years of experience including demonstrated proficiency utilizing application scheduling and monitoring tools, resolving batch and online application incidents and problems while collaborating across IT to restore enterprise application services.
- Individual must have strong experience with three or more of the following: MS SQL Server, SQL Query language, FTP, HTTP, and Web Applications.
- Experience with Microsoft Cloud technology.
- Good written, verbal, analytical, presentation, interpersonal, and communication skills.
- Demonstrated strong experience being a team player
- Exhibits excellent time management skills by managing multiple priorities, commitments and projects.
- Self-motivated, directed and passionate about what you do.
- Must have the ability to perform basic office tasks and sit at a desk for an extended period of time.
- Job requires extensive use of computers and phones.
- While performing the job, the employee is required to sit, crouch, kneel, crawl, reach and have the ability to lift up to 40 pounds.
- Ability to work with typical hardware and cabling practices required.
- Must have strong written and verbal communication skills to adequately convey ideas and work well with a team.
- Ability to talk and hear, sit and use their hands and fingers, and reach in all directions is essential in performance of the job.
- Must be able to interact effectively with people at all levels of company.
- Must be able to work the occasional weekend, holiday and after hours support.
- Occasional travel may be required.
- Eligibility to work in the United States.
- Unable to sponsor or transfer visas for applicants.
Nice To Haves
- Knowledge of loan accounting or loan origination would be an advantage
- Experience in the finance industry would be an advantage
Responsibilities
- Assist with the execution of application installations and upgrades following work instructions in great detail with the ability to analyze and identify potential errors in the instructions to ensure successful application deployments.
- Develops knowledge of application interfaces and system integrations using APIs, ETLs, FTP, etc. to troubleshoot and resolve application operational issues meeting SLA targets.
- Assist in the coordination of incidents, outages, and problems to full resolution including the documenting and entering of tickets in ServiceNow for incidents, outages, problems and changes.
- Develops understanding of application and environment configuration as well as support both test and production systems.
- Assist in developing and documenting processes to improve efficiency in supporting application systems and author knowledgebase articles using the ServiceNow knowledgebase system.
- Follows software deployment plans per the work instructions and reviews the plan with others before execution to resolve any potential issues.
- Assist with vendor coordination in resolving and determining root cause of system problems in restoring application services.
- Develop ability to analyze basic SQL queries.
- Strong attention to detail in executing tasks and providing update status to Project and Release Managers.
- Takes ownership of issues and collaborates with Help Desk and Development staff to drive issues to full resolution.
- Performs other duties as assigned.
- Perform afterhours support as required.
Benefits
- Commitment to agriculture and the communities we serve
- Family friendly work environment
- Investment in employee development
- Medical, Dental and Vision coverage
- Outstanding 401k – automatic 3% employer contribution, plus match up to 6%
- Generous Paid Time Off (Vacation accrued at 21 days annually, Sick Days accrued at 15 days annually, 12 paid holidays, plus 16 hours of volunteer time)
- Competitive Incentive Compensation Plan
- Disability & Life Insurance
- Employee mental, physical, and financial wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
