Summary

The Application Support Engineer is a role that is responsible for technical, functional, and strategic implementation. Works with the Community America business areas to develop and implement repeatable, documented processes. Application Support Engineers respond to incidents and develop solutions to prevent repeat occurrences. They identify problems and opportunities for process and technology improvements. They develop solutions and implement enhancements to ensure that the applications used within the company are working at optimal efficiency. This position will implement and support 3rd party applications and products as well as internally developed applications and integrations. Responsible for general systems administration and support of the Core banking application, systems, and transaction environments. Assist with operations including month and year end processes as well as batch file delivery and ACH transfer. Strict Change and Configuration Management in this environment will be required. The Application Support Engineer should be able to influence peer groups and business units to ensure they are following the proper support processes and procedures.

Duties & Responsibilities

• Resolve hardware/software problems using ticketing system.
• Follow change management policies for production changes that could impact the business, our clients, and our members
• Responsible for identifying and implementing process improvement opportunities
• Create documentation that will be submitted to the Architecture Review Board as well as used in Support and Operations.
• Participates in Annual Disaster Recovery testing
• Identifies potential system and process vulnerabilities and make recommendations for remediation.
• Participate in daily processing and file transmission (e.g., daily, weekly, monthly, quarterly, month-end, year-end)
• Evaluate, plan and execute system and application upgrades and patching.
• Monitors the Automation System to verify processes complete properly, identify opportunities for improvement and efficiency.
• Create, monitor, troubleshoot and repair automated processes.
• Provide technical consultation/support for organizational-wide projects.
• Collaborate with other credit union departments to ensure that process workflows are optimized and are providing the best outcome for the department and our members.
• Implement proper security measures and procedures to prevent unauthorized entry and/or data loss.
• Actively communicate results of processing activities
• Promotes honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• Perform other duties as assigned.

Requirements

Education and Experience Requirements:

• Must possess a high school diploma or equivalent.
• Certifications such as CompTIA A , MCDST, ITIL, or HDI desktop technician certification are preferred.

Required Knowledge, Skills and Abilities:

• 3-5 years’ experience administering operating systems and server infrastructure in both on premise and cloud hosted environments.
• 3-5 years’ experience working from a digital workflow system, ServiceNow preferred.
• 3-5 years’ experience providing customer oriented technical support.
• 3-5 years’ experience utilizing vendor provided technical support to effectively state the positions and expectations of the credit union.
• 3-5 years’ experience troubleshooting networks, server infrastructure, and application performance.
• 3-5 years’ experience executing, editing, and writing queries in MSSQL.
• 3-5 years’ experience implementing and troubleshooting file transfer solutions and protocols including SFTP.
• 3-5 years’ experience troubleshooting front end JavaScript and HTML issues.
• Strong understanding of TCP/IP concepts and the client server communication model.
• Strong technical understanding of the intersection of development and operations, monitoring and management tools, and deployment processes and tools.
• Must be a self-starter and able to work with limited supervision.
• Able to communicate effectively, both written and orally, with internal and external customers, vendors, and partners.
• Thrives in ambiguous technology situations.
• Ability to solve problems efficiently, think analytically, creatively, and logically.
• Ability to manage multiple projects, objectives, and deadlines.
• Ability to interact effectively with co-workers to accomplish daily tasks and to resolve interpersonal conflicts and miscommunications.
• Knowledge of spreadsheet software and ability to use word processing software.
• Must be able to be bonded.
• Ability to maintain a high level of confidentiality.
• Perform other duties as assigned.

Preferred Knowledge, Skills and Abilities:

• Knowledge of ITIL fundamentals.
• Knowledge of Microsoft Exchange and Office 365 environments.
• Knowledge of Robotic Process Automation (RPA) tools and concepts.
• Knowledge of AWS and Azure application management.
• Knowledge of Windows Server operating environments
• Knowledge of networking principles and hardware
• Financial industry knowledge, Fiserv DNA preferred.
• Technical industry knowledge