Technical Support Analyst

Position Summary

The Technical Support Analyst will investigate, diagnose and resolve issues originating from software applications. Other duties include participation in software releases, coordination with IT Operations to manage maintenance outages, and to manage unexpected production software/infrastructure incidents. This individual will serve a critical role within the Enterprise as the technical liaison between the software development teams, customers, and other internal technology teams.

Duties & Responsibilities

• Primary point of contact and escalation for production related issues and requests for clients.
• Evaluates and analyzes client production issues to identify themes and recommends future process improvement and client satisfaction.
• Support the use of software applications utilized across the Enterprise
• Investigate, diagnose and resolve issues within software applications
• Define and document technical, operational and support processes
• Develop and maintain troubleshooting/how-to documents to enable other team members to share responsibilities/avoid knowledge silos
• Monitor and analyze the performance of applications and/or programs after implementation
• Develop and execute SQL/other scripts of varying complexity to solve business problems, as required
• Clearly communicate technical information to both internal and external stakeholders, both verbally and in writing
• Reduce escalation into the software development teams by solving problems
• Participate in an On-Call rotation
• Occasionally work after-hours/weekends to support the needs of the technology organization

Education & Experience

Knowledge of:

• Understanding of software architecture (i.e., components, relationships, constraints)
• Excellent problem diagnosis skills (i.e., discovery, replication, troubleshooting, resolution, verification, communication and/or escalation)
• Demonstrates ability to multi-task and meet assigned deadlines within a rapidly changing environment

Ability to:

• Highly organized with the ability to plan and execute small-to-large projects required
• Demonstrated ability to work independently to solve business/technology problems
• Ability to develop an in-depth knowledge of company products, procedures, applications, etc.
• Ability to work directly with customers, customer technology teams, internal teams, and business partners to resolve issues

Education and Training:

• Degree in Computer Science/equivalent experience preferred
• Minimum 1-year experience supporting both web and Windows applications required
• 2+ years in writing SQL required
• 2+ years developing and maintaining SQL scripts required

Benefits and Compensation

Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance.

(Base Pay Range: $46k-$63k/year)

FirsTech provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being—now and in the years to come—are important to us. FirsTech’s Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts. Visit FirsTech Total Rewards for more information.

Equal Opportunity

FirsTech values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to FirsTech's commitment of delivering service excellence. FirsTech is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about FirsTech’s Equal Opportunity Employment.

Unsolicited Resumes

Busey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings (“Agreement”). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails.