IT Application Delivery & Support Specialist II

Charlesbridge•Weymouth, MA

About The Position

SUMMARY Reporting to the IT Application Delivery and Support Manager, the IT Application Delivery and Support Specialist II is responsible for the effective delivery of application support including administration and maintenance of enterprise-wide applications, including, but not limited to, the Intranet, the board paper system, file sharing system, collaboration software, internal server based application upgrades, internal application databases, file transfer systems, application program interfaces (APIs), and others as deemed necessary. ESSENTIAL DUTIES AND RESPONSIBILITIES Providing delivery and support services for enterprise-wide internal and cloud based applications, including but not limited to, the SharePoint Intranet, file sharing system, collaboration software, IT application upgrades on internal servers , file transfer systems, application program interfaces (APIs), phone system, and ATM/ITM support. Administering, maintaining, and monitoring the database environment including database maintenance tasks, capacity/performance management, and replication. Administering applications, including design, application configuration, and user management. Serving as liaison between business units, vendors, and the technology team working closely with the application/vendor owner. Collaborating with application/vendor owner to manage vendor relationships from a technology support and coordination standpoint. Reviewing and managing vendor communications on enhancements, upgrades, changes, and system outages for systems that they manage. Responsible for opening change tickets for system updates with the vendor and following the internal Change Control Process. Collaborating with business units and project team and assisting with validating user acceptance test (UAT) scripts for application changes, upgrades, and newly implemented systems. Working with business units to identify potential efficiency and automation opportunities within the applications they manage. Collaborating with business units to document process and workflow diagrams. Documenting and maintaining IT application technology architecture and workflow diagrams. Working with the project management team to assist in defining business requirements. Also, provides the Project Manager with any additional task they feel needs to be added to the project plan. Creating and updating standard operating procedures and ensures that the team is informed and versed in system support. Partnering with vendors to address questions and resolve issues associated with applications that are currently in use or newly implemented. Providing escalated support for applications. Resolving related tickets within the SLA timelines. Ensuring that KPIs are met. Reviewing issues using root cause analysis to identify the issue and when the issue needs to be escalated to the vendor. Providing ticket reports, such as updates, status, and resolution information, to business units. Participating in business continuity exercises ensuring recovery time objectives (RTOs) and recovery point objectives (RPOs) are met. Designing, building, testing, implementing and maintaining integrations between the packaged applications and other internal and external applications. Working with other IT areas to define application architecture and implement general best practices. Proactively monitoring application performance, capacity, and response times. Complete all internal Company training as assigned and required. Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information. Exhibit the ability and desire to embrace and enhance the Company culture. Non-business hours responsibilities as determined by risk weighting and SLA of solution: Being available for tier 1 system issues, such things as system outages, business continuity, and other critical business issues and interruptions (as needed). Minimizing the business impact of upgrades and implementations by working off-hours when appropriate. SECONDARY/ RESPONSIBILITIES Providing coverage and as a backup to other individuals in the IT application delivery and support areas including support for Microsoft M365, Intune, Teams, ATM/ITMs, phone systems and others, as needed. Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

Requirements

Bachelor’s degree from a four-year college or university or a minimum of two - four years of related experience and/or training (technical background in information systems management.)
Knowledge of banking products and terminology.
Advanced knowledge of information technology processes and industry best practices, administering applications, including design, application configuration, and user management
Mastered skills in application support, information technology operations, voice, and data communications, troubleshooting techniques, and user and software support.
Willingness to gain new knowledge and technical skills.
Intermediate typing skills to meet the production needs of the position.
Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.
the employee is regularly required to sit and talk or hear.
The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision.

Responsibilities

Providing delivery and support services for enterprise-wide internal and cloud based applications, including but not limited to, the SharePoint Intranet, file sharing system, collaboration software, IT application upgrades on internal servers , file transfer systems, application program interfaces (APIs), phone system, and ATM/ITM support.
Administering, maintaining, and monitoring the database environment including database maintenance tasks, capacity/performance management, and replication.
Administering applications, including design, application configuration, and user management.
Serving as liaison between business units, vendors, and the technology team working closely with the application/vendor owner.
Collaborating with application/vendor owner to manage vendor relationships from a technology support and coordination standpoint.
Reviewing and managing vendor communications on enhancements, upgrades, changes, and system outages for systems that they manage.
Responsible for opening change tickets for system updates with the vendor and following the internal Change Control Process.
Collaborating with business units and project team and assisting with validating user acceptance test (UAT) scripts for application changes, upgrades, and newly implemented systems.
Working with business units to identify potential efficiency and automation opportunities within the applications they manage.
Collaborating with business units to document process and workflow diagrams.
Documenting and maintaining IT application technology architecture and workflow diagrams.
Working with the project management team to assist in defining business requirements.
Creating and updating standard operating procedures and ensures that the team is informed and versed in system support.
Partnering with vendors to address questions and resolve issues associated with applications that are currently in use or newly implemented.
Providing escalated support for applications.
Resolving related tickets within the SLA timelines.
Ensuring that KPIs are met.
Reviewing issues using root cause analysis to identify the issue and when the issue needs to be escalated to the vendor.
Providing ticket reports, such as updates, status, and resolution information, to business units.
Participating in business continuity exercises ensuring recovery time objectives (RTOs) and recovery point objectives (RPOs) are met.
Designing, building, testing, implementing and maintaining integrations between the packaged applications and other internal and external applications.
Working with other IT areas to define application architecture and implement general best practices.
Proactively monitoring application performance, capacity, and response times.
Complete all internal Company training as assigned and required.
Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
Exhibit the ability and desire to embrace and enhance the Company culture.
Being available for tier 1 system issues, such things as system outages, business continuity, and other critical business issues and interruptions (as needed).
Minimizing the business impact of upgrades and implementations by working off-hours when appropriate.
Providing coverage and as a backup to other individuals in the IT application delivery and support areas including support for Microsoft M365, Intune, Teams, ATM/ITMs, phone systems and others, as needed.