Information Technology Application Support Analyst

Regions Bank•Hoover, AL

1d•$103,710•Onsite

About The Position

At Regions, the Information Technology Application Support Analyst supports software systems, provides troubleshooting, technical assistance, installation, and training to software users. This position also ensures that application support documentation is maintained to the highest quality. Primary Responsibilities Obtains information on application design and functionality to propose solutions to end users Responds to client inquiries concerning software operation and troubleshoots system software and operator complications Monitors routine and critical processes and workflows to proactively identify problem trends Assists with application implementations and configuration Performs root cause analysis and provides technical solutions to production related application errors Performs application testing in various environments Deploys service releases, patches, requests, and customizations which may include regulatory and compliance mandatory dates Resolves complex problems or issues Oversees multiple processes and may act as procedural expert regarding policies, guidelines, or processes May act as lead to less experienced associates May act as subject matter expert (SME) This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay. Additional job detail for this specific opportunity Analyze, design, and troubleshoot information technology systems for efficiency and effectiveness Collaborate and lead efforts to gather technical requirements as needed for Technology initiatives or critical projects Provide technical directions and training to teams Guide and mentor junior IT analyst and other team members as needed Evaluate IT Standards and provide guidance on impact and how to apply to Fraud applications Work with Product team to draft Technology Features and maintain roadmap alongside Solution Architects Create dashboards in Splunk or other tools for visibility into monitoring and alerts Perform Safety & Soundness tasks such as password & API key rotations, vulnerability management, and support certificate updates Investigate and diagnose system problems, recommending and implementing corrective actions Document incidents and resolutions for future reference and knowledge sharing Participate in post-incident reviews and recommend system improvements Assist in data analysis and reporting tasks Maintain accurate documentation of system configurations, procedures, and support activities Generate reports on Applications Coordinate application upgrades, patches, and maintenance with support teams Work with vendors or developers to implement changes Collaborate with developers, infrastructure teams, business units and vendors as needed Support audits and drive to implement best practices

Requirements

Bachelor's degree in a related field and seven (7) years of related experience
Or Associate's degree in related field and nine (9) years of related experience
Or High School Diploma and eleven (11) years of experience
Ability to communicate technical problems and solutions to non-technical users
Excellent written and verbal communication skills
Experience with scripting, automation, SQL etc.
Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Jira)
Strong analytical & problem-solving skills

Nice To Haves

Experience with Visio or Lucid is preferred
Planview Portfolios Administration experience
Project Management experience

Responsibilities

Obtains information on application design and functionality to propose solutions to end users
Responds to client inquiries concerning software operation and troubleshoots system software and operator complications
Monitors routine and critical processes and workflows to proactively identify problem trends
Assists with application implementations and configuration
Performs root cause analysis and provides technical solutions to production related application errors
Performs application testing in various environments
Deploys service releases, patches, requests, and customizations which may include regulatory and compliance mandatory dates
Resolves complex problems or issues
Oversees multiple processes and may act as procedural expert regarding policies, guidelines, or processes
May act as lead to less experienced associates
May act as subject matter expert (SME)
Analyze, design, and troubleshoot information technology systems for efficiency and effectiveness
Collaborate and lead efforts to gather technical requirements as needed for Technology initiatives or critical projects
Provide technical directions and training to teams
Guide and mentor junior IT analyst and other team members as needed
Evaluate IT Standards and provide guidance on impact and how to apply to Fraud applications
Work with Product team to draft Technology Features and maintain roadmap alongside Solution Architects
Create dashboards in Splunk or other tools for visibility into monitoring and alerts
Perform Safety & Soundness tasks such as password & API key rotations, vulnerability management, and support certificate updates
Investigate and diagnose system problems, recommending and implementing corrective actions
Document incidents and resolutions for future reference and knowledge sharing
Participate in post-incident reviews and recommend system improvements
Assist in data analysis and reporting tasks
Maintain accurate documentation of system configurations, procedures, and support activities
Generate reports on Applications
Coordinate application upgrades, patches, and maintenance with support teams
Work with vendors or developers to implement changes
Collaborate with developers, infrastructure teams, business units and vendors as needed
Support audits and drive to implement best practices