Application Support Engineer

As an Application Support Engineer, you will be responsible for maintaining, monitoring, and servicing key Credit Union's application systems. Collaborate with various departments to assist with determining support needs to identify and maximize operational efficiency, reduce downtime, and automate where possible. Responsible for completing and updating status of service tickets in a timely manner. This role requires a moderate level of technical support including monitoring, trouble shooting, and support of users. Technical support includes analysis, system integration and operational support.

Direct Reports: None

HOW YOU WILL MAKE AN IMPACT 

30%            Oversee the installation and maintenance of software applications in order to streamline business applications supported. Duties include optimizing procedural performance, installing or working with infrastructure team to install vendor updates and development team changes. 

25%            Contributes to ticket resolution by maintaining point of contact until the request is completely resolved and provides follow-up with issuer after closed to assure continued success. Apply technical skills and good business knowledge - together with investigative techniques and problem-solving skills to identify and resolve moderately complex issues in a timely and high-quality manner. 

15%            Open tickets with vendor to address questions, issues, or changes needed. Maintain point with vendor until ticket is closed. Communicate with business areas involved as appropriate. Provide regular status updates when issue is not resolved within SLAs. 

15%            Follow change control process for all changes to production. Review documentation, test, and implement changes received from the development team, vendors, or others. Update process flows, BCP documentation, or other documentation when changes are made to the live environment. 

10%            Provides on-call support during assigned rotation. Leads efforts to resolve issues.  Acknowledge when a production issue is picked up and communicate resolution. 

5%               Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions. 

--                 Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control. 

WHAT YOU WILL NEED TO SUCCEED

Experience 

5 years of coding experience preferably at a financial institution plus 3 years collaborating with users to solve application technical problems and must be proficient in two or more programming languages. 

Education / Certifications / Licenses

This level of knowledge is acquired through completion of a Bachelor’s degree in Computer Science, Information Systems, or related field, or completion of programming coursework at a technical school. Must have and maintain a valid driver's license. 

PREFERRED SKILLS

• Demonstrated ability to collaborate directly with various internal staff/teams to understand and resolve issues.
• Apply strong technical skills and good business knowledge.
• Demonstrate investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner.
• Strong technical background with ability to perform and deliver under pressure.
• Ability to work with and participate in a high performing team.
• Professional level of verbal and written communication skills are essential to the position.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, and services.
• Advanced analytical skills for a variety of tasks.
• Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

INTERPERSONAL SKILLS

• Courtesy and tact are essential elements of the job.
• Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
• Communications generally require shorter and not in-depth discussions.

COMPETENCIES 

• Balance Stakeholders – Understands the needs of diverse stakeholders and the underlying motivations driving those needs, including cultural and ethical factors. Acts fairly in the decision-making process when faced with conflicting demands of stakeholders.
• Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Interpersonal Savvy - Relates to and can connect with diverse individuals and groups at all levels within the organization. Externally, builds appropriate relationships and rapport with members and external partners.
• Learning Agility – Actively and continuously learning, including new ways of thinking, knowledge, skills, and capabilities. Learns from what was done before and uses success and failure as input for development/improvement and tackling new business challenges.
• Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.

ADA REQUIREMENTS

Physical Requirements 

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements 

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law. 

For more information about the role or the application process, please reach out to Ali Barden, AVP Talent Acquisition and Retention Lead at alib@interracu.com

 Why JoinIN

• Culture: We believe that a positive work environment is key to success. Staying engaged, informed, and keeping it fun, is how we achieve this.
• Professional Growth: Our Learning and Development Team not only provide day 1 training but continuous improvement and career development for all levels.
• Competitive Salary: Attractive compensation package with performance-based incentives and bonuses.
• Benefits: Comprehensive health insurance, 401(k) matching, tion reimbursement, company holidays, and generous PTO.
• Community Involvement: Being an active member in communities that we are a part of is important to us. We live here, work here and stay involved here!
• Visit our Opportunities page for more information.