Senior Application Support Analyst

R I A FEDERAL CREDIT UNION•Bettendorf, IA

1d•Hybrid

About The Position

At R.I.A. Federal Credit Union, the Senior Application Support Analyst provides advanced technical and functional support for the credit union’s application ecosystem, including core banking, digital platforms, lending and deposit systems, payments and card systems, and related business applications. The role serves as a subject matter resource for application configuration, product buildouts, reporting, workflows, integrations, troubleshooting, and issue resolution. The Senior Application Support Specialist supports and may lead assigned application workstreams for major initiatives, including upgrades, implementations, system enhancements, and merger or conversion activities. The role partners with business units, vendors, and IT teams to maintain reliable application services, improve system use, document support processes, and resolve complex or member-impacting issues. This is accomplished through: Relationships: Building relationships is integral to the success of this role. A R.I.A. Senior Support Specialist must work closely and effectively with individuals in all areas of the organization. Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution. A R.I.A. Senior Support Specialist is committed to handling members’ data in a manner that is ethical, transparent, and professional. Action: A successful Senior Support Specialist is action-oriented and skilled at solving operational issues through investigation and analysis.

Requirements

Associates Degree in Information Technology, Business, or related field (preferred), or equivalent experience and/or specialized certifications.
3-5 years of supporting business applications, preferably in a bank or credit union.
Experience with Fiserv DNA required.
Strong knowledge of a wide range of banking solutions and platforms including core, lending, deposit, digital, payments and cards.
Experience with System configuration, integrations, and workflows.
Hands-on experience with UAT, system implementations, or project delivery
Demonstrated critical-thinking, investigative, analytical, and problem-solving skills, including the ability to diagnose complex application and process issues. (required).

Nice To Haves

Experience with database-querying tools such as SQL developer preferred

Responsibilities

Collaborate with business unit teams to understand and evaluate existing processes, system use, and operational needs.
Apply industry knowledge, research, and experience to identify, recommend, and support implementation of process improvements that enhance application functionality, efficiency, and user experience.
Lead or support assigned product buildouts, new-feature implementations, system enhancements, and related testing activities.
Monitor and respond to application support tickets in the internal help desk system in accordance with defined service-level expectations.
Document and maintain support procedures, system configurations, workflows, and operational processes.
Identify recurring issues and recommend improvements to reduce repeat incidents and strengthen application support.
Serve as an escalation point for complex issues involving the credit union’s core, digital banking, lending and deposit origination, payments, card, document-management, ancillary, and related business applications, including but not limited to Fiserv DNA, Candescent Digital Banking, MeridianLink, DocuSign, wire services, Prologue, and Card Services.
Review vendor release notes and other product communications to identify new features, functionality, risks, and potential impacts of application updates.
Meet with the Application Support Manager and relevant stakeholders to review changes and determine appropriate testing, communication, training, and implementation needs.
Develop and maintain test plans, test scripts, and supporting documentation for assigned applications and systems to support user acceptance testing and release readiness.
Collaborate with the training team and business units to help ensure that relevant procedures, job aids, and support documentation are available for new or modified processes.
Provide recommendations to team leaders and process owners regarding application functionality, configuration, process changes, and opportunities to improve system use.
Provide ongoing support to application end users to diagnose and resolve functional issues.
Configure, maintain, and optimize assigned application settings, integrations, workflows, reporting, and related system features.
Assist with application access administration, access requests, and employee onboarding and offboarding activities in accordance with established access-control procedures.
Support multiple assigned projects and major initiatives, including merger and conversion activities, application upgrades, implementations, and system enhancements.
Coordinate with business units, vendors, project managers, and internal employees to complete assigned tasks, testing, documentation, and implementation activities.
Identify application-related dependencies, risks, and at-risk tasks, and communicate them promptly to the assigned project manager and appropriate stakeholders.
Work with the project management team to assess impacts to existing application configurations, workflows, integrations, reporting, access, and support processes, and ensure that relevant documentation is updated as needed.
Partner with business units to gather requirements and translate approved requirements into practical system solutions.