Application Support Analyst

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SUMMARY

Responsible for providing technical support within the IT Production Support area, ensuring that any unplanned interruptions or malfunctions in IT services are resolved swiftly to minimize impact on business operations. Manages day-to-day support tickets from users needing application support. Interfaces with vendors that provide applications for business processes.

JOB FUNCTIONS/DUTIES AND RESPONSIBILITIES

1. Supports Applications assigned by the IT supervisor and IT manager including both internal and external (vendor) applications.
2. Provides Level 1 technical support for applications, troubleshooting issues, and coordinating with development teams and vendor support teams for fixes and
   enhancements.
3. Provides on-call support coverage within the production support team rotation for weekend and overnight incident response.
4. Communicates with the software vendor Customer Service Representative (CSR) to address and resolve application issues.
5. Tracks and maintain lists of Application issues and defects and document incident resolution steps.
6. Performs root cause analysis and document action items.
7. Works with third party vendor contacts to manage day-to-day vendor-related issues.
8. Performs daily and monthly operational tasks to ensure application health and stability.
9. Trains all Bank staff in the use of supported systems.
10. Participates in the implementation of bank projects in line with the bank s strategic plans.
11. Performs job responsibilities according to the firm s process guidelines, which are based on the industry-standard ITIL framework for effective management of IT services.
12. Provides high quality work by ensuring accuracy and seeking to continuously improve our processes and platforms by embracing new and better ways of doing things.
13. Enhances employee s knowledge and understanding of job responsibilities through continuous communication and on the job training. Training should focus on establishing
    high quality/accuracy of work.
14. Performs all the duties of Incident Management.
15. Performs all duties as assigned by Management.

REQUIREMENTS

1. Bachelor s degree or equivalent in business or information technology.
2. Five-plus years of Production Support experience in Financial Services, including familiarity with Settlements of Cash and Securities (within the overall Financial Services / Banking industry), and familiarity with Corporate Actions. Preference for familiarity with Securities Lending, as well.
3. Proficiency in SQL, familiarity with financial applications and working knowledge of Unix and Windows operating systems.
4. Excellent oral and written communication skills in English.
5. Strong interpersonal skills, comfortable dealing with user issues

   SUMMARY

   Responsible for providing technical support within the IT Production Support area, ensuring that any unplanned interruptions or malfunctions in IT services are resolved swiftly to minimize impact on business operations. Manages day-to-day support tickets from users needing application support. Interfaces with vendors that provide applications for business processes.

   JOB FUNCTIONS/DUTIES AND RESPONSIBILITIES

   1. Supports Applications assigned by the IT supervisor and IT manager including both internal and external (vendor) applications.
   2. Provides Level 1 technical support for applications, troubleshooting issues, and coordinating with development teams and vendor support teams for fixes and
      enhancements.
   3. Provides on-call support coverage within the production support team rotation for weekend and overnight incident response.
   4. Communicates with the software vendor Customer Service Representative (CSR) to address and resolve application issues.
   5. Tracks and maintain lists of Application issues and defects and document incident resolution steps.
   6. Performs root cause analysis and document action items.
   7. Works with third party vendor contacts to manage day-to-day vendor-related issues.
   8. Performs daily and monthly operational tasks to ensure application health and stability.
   9. Trains all Bank staff in the use of supported systems.
   10. Participates in the implementation of bank projects in line with the bank s strategic plans.
   11. Performs job responsibilities according to the firm s process guidelines, which are based on the industry-standard ITIL framework for effective management of IT services.
   12. Provides high quality work by ensuring accuracy and seeking to continuously improve our processes and platforms by embracing new and better ways of doing things.
   13. Enhances employee s knowledge and understanding of job responsibilities through continuous communication and on the job training. Training should focus on establishing
       high quality/accuracy of work.
   14. Performs all the duties of Incident Management.
   15. Performs all duties as assigned by Management.

   REQUIREMENTS

   1. Bachelor s degree or equivalent in business or information technology.
   2. Five-plus years of Production Support experience in Financial Services, including familiarity with Settlements of Cash and Securities (within the overall Financial Services / Banking industry), and familiarity with Corporate Actions. Preference for familiarity with Securities Lending, as well.
   3. Proficiency in SQL, familiarity with financial applications and working knowledge of Unix and Windows operating systems.
   4. Excellent oral and written communication skills in English.
   5. Strong interpersonal skills, comfortable dealing with user issues
      1. 1. 1. comfortable dealing with user issues