Online Banking Support Engineer

The Online Banking Support Engineer supports critical member facing applications, delivers excellent customer service, and effectively communicates both internally and externally. The Online Banking Support Engineer assists with pre-production testing, application upgrades, implementation of new features and/or maintenance/ incident management of custom developed applications. The Online Banking Support Engineer participates in the deployment processes for both staging and production environments. Works closely, in a highly collaborative and customer service-oriented model, with OTS and consortium stakeholders as well as external vendor partners.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supports consortium partners on online, mobile banking, and related member-facing platforms.
• Manages online banking tickets – including staging and production bugs, production incidents/outages and new feature enhancements.
• Effectively communicates ticket solution/resolution to internal and external customers and vendors in a timely manner.
• Collaborates with project teams to implement new features in critical member-facing systems.
• Collaborates with consortium team members and external vendors to develop product roadmaps.
• Defines, documents, and improves existing processes and clearly communicates the value and purpose of each process at multiple levels of the organization/consortium.
• Assists in determining and documenting proper testing and deployment procedures.
• Coordinates and participates in application reviews and testing to ensure no adverse impacts are introduced into the ecosystem without adequate controls.
• Communicates with internal departments and external vendors on a regular basis and creates bi-directional relationships with vendors that can be leveraged, by multiple entities when necessary.
• Provides excellent customer support to internal and external customers.
• Understands and presents status information to consortium

Position Requirements:

• Must have a minimum of 2 years of IT experience in technical desktop support, desktop and internet-based applications.
• A four-year degree in Computer Science or the equivalent industry work experience.
• A passion for customer service and support
• Ability to solve complex problems under stress
• Ability to demonstrate strong IT skills and troubleshooting techniques
• Experience with quality testing/assurance
• Effective task prioritization based on business line impact
• Ability to clearly and effectively document policies and procedures (written and verbal)
• Microsoft Office including Excel and Power Point
• Participation in incident management (may be off hours)

Preferred Requirements:

• Project coordination or project management experience
• TFS experience
• JIRA experience

Standards of Performance:

• Professionally represents Open Technology Solutions.
• Provides timely, accurate, and efficient performance.
• Adheres to all OTS policies and procedures.
• Promotes and ensures highest level of client service is provided in all interactions
• Maintains confidentiality of all records.
• Complies with all regulatory requirements.
• Ensures that corporate assets are employed in a cost-effective and productive manner.
• Succeeds in achieving individual, departmental, and corporate goals.
• Operate as a highly organized self-starter with the ability to handle multiple tasks and manage time effectively to accomplish tasks with minimal supervision.
• Demonstrate excellent verbal and written communication skills with the ability to interact professionally with a diverse group; executives, managers, subject matter experts, internal and external customers, etc.

Supervisory Responsibilities:

• None

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms. The employee is regularly required to stand, walk, use hands and fingers, handle or feel, smell and talk or hear. 
• The employee is regularly required to lift up to twenty-five pounds. Job has the following vision requirements: close, distance, color, peripheral, depth perception, and ability to adjust focus.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels.
• Office hours generally M-F 7 a.m. to 4 p.m., with some needs for work outside of these hours as necessitated by work demands

Compensation and Benefits

• Salary range between $70,000 (min) and $80,000 (max)
• In addition, this position is eligible for an annual bonus eligibility with a target payout of 10%, based on company and individual performance.
• The OTS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program. employee referral program, and employee activities

Salary : $70,000