Application Support eService Analyst

Description

Role:

Will act as the platform custodian for online and mobile banking applications, ensuring their maintenance, performance, and security. This role involves providing technical support, diagnosing, and resolving issues, and managing third-party applications integrated with these platforms. The analyst will also monitor application performance, manage incidents, and perform regular system maintenance tasks such as updates to ensure usability and security.

Additionally, the analyst will provide backup support for other platforms, including but not limited to, MeridianLink (Consumer/Deposit/Mortgage), and LoanVantage, ensuring continuity and reliability. They will create and maintain documentation for support processes and collaborate with development teams and IT staff to enhance application performance. Excellent customer service is essential, as the analyst will respond to user inquiries and provide training and support for new or updated applications.

Essential Functions & Responsibilities:

• Respond to user inquiries and provide solutions to technical problems. Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Oversee the maintenance, performance, and security of online and mobile banking applications. Ensure the integrity and reliability of these platforms.
• Provide support for eServices and online/mobile banking applications. Diagnose, troubleshoot, and resolve application issues
• Responsible for beta test releases, updates, and enhancements to systems and assist in the coordination of user sign-off and roll out
• Manage and support third-party applications integrated with online and mobile banking platforms. Ensure seamless operation and integration
• Monitor application performance, identify issues, and ensure timely resolution. Escalate complex problems to higher-level support or development teams
• Provide backup support for other platforms such as MeridianLink and LoanVantage, ensuring continuity and reliability.
• Create and maintain documentation for application support processes, troubleshooting steps, and user guides.
• Provide training, documentation, and support to end-users on new or updated applications
• Performs other job related duties as assigned.

Qualifications

Knowledge and Skills:

• One year to three years of similar or related experience.
• A high school education or GED.
• Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions. Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position.
• Strong evidence of independent thinking in a team setting: creative thinker, interdependence, and collaboration; strong desire to develop skills. Demonstrate teamwork and collaboration in a professional setting. Ability to work creatively and analytically in a problem-solving environment. Good organization and strong aptitude for attention to details. Good multi-tasking, and time-management skills. A thorough understanding of software applications and business processes. Ability to think logically and troubleshoot technical issues from discovery to root cause. Excellent written and oral communication skills. Should be able to describe and present business ideas and concepts in a clear, concise and understandable manner to technical and non-technical individuals.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Salary : $21 - $32