Sr. Application Support Data Analyst

Duties And Responsibilities

• Manage projects of varying size and complexity to support business initiatives, cost-control efforts, and compliance activities.
• Aid the business with defining opportunities for streamlining workflow, improving operational performance, increasing productivity, reducing costs, and employing new technologies; define project scope and business requirements; prepare project documentation (business requirements, workflow diagrams, user training guides, and interface run guides).
• Provide system consulting and process-improvement expertise to the business. Identify opportunities and make recommendations to the business for maximizing system features, functionality, and interfaces with other applications and vendors; identify areas where system training will improve operational performance and user productivity; prepare and deliver ad hoc system training; work with the business to implement system enhancements and workflow efficiencies.
• Provide Tier 2 troubleshooting of system issues and system-related requests reported by users. Work with the business end users to define, assess, and prioritize system issues based on business impact; apply basic knowledge of business processes and understanding of system functionality in the research, analysis, and troubleshooting of issues; replicate system issues in the test environment to validate root cause; escalate critical issues to department management; provide users timely updates and resolution of issues; prepare detailed documentation on the root cause and corrective action required.
• Perform system administration functions to support business needs. Perform system configuration changes; document and report creation; user security setup and changes; setup of system parameters; oversight of test environments and support of business testing activities; system research, analysis, and testing to support new products and business initiatives.
• Work with third-party technical support teams and vendor account managers to troubleshoot and escalate system issues impacting business operations. Log and monitor issues and requests in Service Now, serve as the liaison between the business and vendors, ensure that vendors handle system issues in accordance with SLAs, and escalate issues to vendor management as needed.
• Support the installation of software releases; coordinate troubleshooting of post-release issues; communicate system upgrades and code corrections to the business; coordinate enhancement processes with vendors and work with the business to define enhancements; communicate expectations to the vendors; ensure issues are resolved timely; implement all changes in accordance with IT SDLC practices and change control procedures.

Qualifications

• Five to seven (5-7) years demonstrated experience in the banking/financial services industry, core systems administration, performing systems support and workflow analysis, project management, process redesign, defining and documenting business requirements, performing root-cause analysis, and implementing system/process improvements.
• Knowledge of commercial banking and the systems and applications used.
• Experience with MIS platforms such as Case Management Systems, SharePoint, Business Objects/Cognos, Power BI, nCino, Salesforce, Other Data Warehouses, Payment Platforms, Strong judgment, decision-making abilities, and time management skills.
• Proficient with Microsoft Office Excel and Visio.
• Additional Knowledge preferable: General understanding of banking operations, systems, concepts, processes and practices is preferred. Strong analytical skills and ability to synthesize complex or diverse information.