Application Support Engineer

Responsibilities

• Oversee the installation and maintenance of software applications in order to streamline business applications supported.
  • Optimize procedural performance.
  • Install or work with infrastructure team to install vendor updates and development team changes.
• Contributes to ticket resolution by maintaining point of contact until the request is completely resolved and provides follow-up with issuer after closed to assure continued success.
  • Apply technical skills and good business knowledge - together with investigative techniques and problem-solving skills to identify and resolve moderately complex issues in a timely and high-quality manner.
• Open tickets with vendor to address questions, issues, or changes needed. Maintain point with vendor until ticket is closed. Communicate with business areas involved as appropriate. Provide regular status updates when issue is not resolved within SLAs.
  • Follow change control process for all changes to production.
  • Review documentation, test, and implement changes received from the development team, vendors, or others.
  • Update process flows, BCP documentation, or other documentation when changes are made to the live environment.
• Provides on-call support during assigned rotation. Leads efforts to resolve issues. Acknowledge when a production issue is picked up and communicate resolution.
  • Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions.

Qualifications

• Experience: 5+ years of coding experience preferably at a financial institution plus 3+ years collaborating with users to solve application technical problems and must be proficient in two or more programming languages.
• Educational Background: Completion of a Bachelor’s degree in Computer Science, Information Systems, or related field, or completion of programming coursework at a technical school. Must have and maintain a valid driver's license.
• PREFERRED SKILLS: Demonstrated ability to collaborate directly with various internal staff/teams to understand and resolve issues. Apply strong technical skills and good business knowledge. Demonstrate investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner. Strong technical background with ability to perform and deliver under pressure. Ability to work with and participate in a high performing team. Professional level of verbal and written communication skills are essential to the position. Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint). Demonstrated knowledge of Credit Union regulations, products, policies, procedures, and services. Advanced analytical skills for a variety of tasks.
• INTERPERSONAL SKILLS: Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.