Application Support Specialist

Description

Company Summary: Blue Ridge Bank is extremely proud of its more than a century of customer-based service and looks forward to serving its current and new customers for many years to come, with the attention and service that only a locally owned independent community bank can provide. 

At Blue Ridge Bank our purpose is to be a trusted partner OF CHOICE in helping our customers achieve their financial goals and that includes you as well! Our Core values of teamwork, integrity, respect, open communication and honoring our commitments to each other, serve as our compass, driving us forward with purpose. These values guide our actions and shape our culture to deliver on our purpose. They influence our decision-making and define how we interact with one another and our customers.

Position Purpose: 

The Application Support Specialist provides first-level support for the Bank’s Core Banking Application(s), primarily Jack Henry SilverLake and associated systems. This role is responsible for triaging and troubleshooting issues reported through the Bank’s support ticketing system and ensuring timely resolution or escalation to the Application Configuration Manager for advanced analysis. The position supports system integrity, assists with implementations, and helps improve user experience through training and guidance.

Responsibilities:  

· Ticket Management: Monitor and manage support tickets for core application issues and ensure accurate documentation and timely resolution.

· Core Application Parameter Review: Validate core parameter changes using daily reports for and document them in the support tickets and or the ECC (Enterprise Change Control) requests.

· Issue Escalation: Collaborate with the Application Configuration Manager to escalate complex issues and provide feedback for system improvements.

· Incident Management: Oversee the lifecycle of incidents, including root cause analysis and stakeholder communication.

· User Support & Training: Provide guidance and training to staff on banking platforms to improve application understanding and usage.

· Product Implementation: Assist with new product testing and rollouts and ensure successful integration with core systems.

· System Integrity: Verify accurate transfer of loan documentation from the Loan Origination System (LOS) to the core platform. 

· Continuous Improvement: Participate in research and evaluation of new products to enhance customer and employee experience. 

· Team Collaboration: Contribute to team goals, uphold core values, and maintain a positive work environment. 

· Other Duties: Perform additional tasks as assigned.

Requirements

Education and Certifications:  

· Some college or Associate’s degree in accounting, Finance, or Economics or equivalent educational preferred or equivalent relevant work experience. 

Skills:  

· A minimum of 2 years of experience in commercial, retail banking, or operations.

· A minimum of 1 year’s experience with Jack Henry/Silverlake or similar core banking systems.

· Proficiency in Microsoft Office Suite (Word, Excel, Outlook). 

· Excellent organizational skills and attention to detail.

· Strong analytical, problem-solving, and decision-making skills.

· Strong customer service orientation.

· Effective verbal and written skills to clearly communicate in the English language required. 

Abilities:  

· Ability to quickly learn and adapt to banking software applications.

· Flexibility to work office hours, including evenings or weekends as needed.

· Ability to work independently or collaboratively in a team environment.

· Ability to read and comprehend simple instructions, short correspondence, and memos.

· Ability to interpret procedure manuals, business correspondence, and regulatory documents.

· Comfortable interacting with customers and staff in person or via phone, following Bank service standards. 

Preferred Qualifications:  

· Familiarity with Jack Henry SilverLake and other core banking applications. 

· Understanding of banking processes and workflows.