Senior Application Support Analyst

Function:
Supports and maintains Bank applications in use at the Bank, to include: core banking and ancillary applications; Business Unit Applications; associated application monitoring and management systems.
This position is responsible for ensuring applications are:
• Proactively managed for performance and system health
• Aligned to the Bank’s lifecycle standards and policies
• Installed in accordance with bank policy.
Responsibilities also include problem identification and resolution related to the applications named above, as well as assisting other Bank personnel as requested. Persons in this position are assigned primary support responsibility for multiple systems and are required to have secondary responsibility for additional systems.

Accountabilities:

• Respond to application support requests for Bank applications
• Analyze and troubleshoot application problems and escalate to appropriate resources
• Provide routine daily application support and maintenance to supported systems including monitoring, file transfers and cleanup activities
• Develops and maintains knowledge of Bank systems and software, and the capabilities of those systems and applications
• Set up new users accounts and profiles for supported applications
• Lead in the process of deploying updates and upgrades for supported applications
• Engage with application vendors as required for proper application and system support.
• Coordinate production outages both planned and unplanned with internal stakeholders, internal experts and 3rd party vendors
• Create reports using Bank supported reporting tools
• Create database queries for user inquiries and application support as needed.
• Creates and maintains accurate diagrams and documentation of supported systems and applications.
• Provide updates and communications to users, management, and IST team members on issues involving supported applications
• Provide technical assistance to application users and assist other technical support staff as required
• Proactively monitor supported applications
• Establishes and maintains good working relationships within the Bank and with key application vendors
• Provides outstanding customer service
• Participates in after-hours coverage as dictated by business requirements.
• Interacts harmoniously and effectively with others; focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
• Other duties as assigned

Business Partner Relations:

• Coordinates tasks/activities with business partners as appropriate

Compliance and Change Management:

• Assists in ensuring that the Bank complies with local, state and federal regulations.
• Adheres to Bank standards, policies, and procedures.
• Operates within the change management framework.

Knowledge/Skills/Experience Requirements:

• High school diploma or equivalent required; four-year college degree or equivalent work experience; business or military experience preferred
• 5+ years of related and relevant employment experience
• IT Project Management experience preferred
• Strong verbal, written and analytical skills
• Strong interpersonal and communication skills
• Excellent troubleshooting skills
• Experience with many, coupled with understanding of all of the following technologies: Microsoft SQL Server 2005, 2008 & 2012; IBM Cognos BI; Crystal Reporting; Microsoft Reporting Services
• Experience with Jack Henry Associates Silverlake and ancillary suite of products required.
• Strong documentation skills, to include proficiency with MS-Word, MS-Excel and MS-Visio.
• Ability to analyze/solve software and hardware problems independently
• Experience with 3rd party vendor relationships
• Ability to multi-task and prioritize tasks and issues
• Basic database knowledge and ability to write basic Microsoft SQL queries
• Working knowledge of MS Office products
• Ability to work in a fast-paced and dynamic environment

Physical Demands/Conditions Requirements:

• General office environment
• Moderate lifting (to 35 lbs) required Moderate reaching, walking, sitting and standing required

Equipment Used:

• General office equipment

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of reasonable accommodations to be determined by management on an individual basis