Job Description

Job Description

Job Description

The Banking Application Support Specialist is a crucial member of the IT team responsible for ensuring the health and happiness of EastRise’s banking Core (Fiserv DNA) and ancillary software platforms that enable the daily operational activities of the credit union. This position is a key second-level support role which actively participates in analysis, troubleshooting, resolution and follow-up of user needs as well as support of project initiatives. Under minimal supervision and with both attention to detail and creativity, the Specialist partners with vendors and collaborates across internal departments to provide high level and timely IT application support to all levels.

Major Duties and Responsibilities:

• Provide outstanding real time, end-to-end support to users of the critical banking CORE (Fiserv DNA) and other ancillary software products used by EastRise by monitoring and troubleshooting tickets with escalation as required to resolve.
• Communicate to and work alongside both staff and third-party vendors to find timely resolutions to issues, tracking the work and conducting follow-up as needed.
• Ensures a focus on knowledge transfer as needed and appropriate and advises on best course of action.
• As a subject matter expert alongside other IT teams and credit union business units to improve daily processes and implement new solutions that enhance existing credit union solutions.
• Conducts core banking application testing as needed, including the update of support documentation.

Knowledge and Skills

• Experience providing first or second level software or hardware support in a professional setting.
• Ability to solicit information, identify issues, troubleshoot, resolve and communicate with high quality.
• Ability to learn and support new systems and applications quickly.
• Knowledge of bank operations and experience with Fiserv DNA or other comparable major banking core preferred.
• Exceptional verbal, written and interpersonal communication skills.
• Excellent organizational and time management skills, and the ability to multi-task and handle changing priorities in a fast-paced environment.
• Ability to work with minimal supervision, both as a member of a team and independently.
• Entry level understanding of computer programming fundamentals, database management, middleware and system-to-system integrations.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

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.

ADA RequirementsPhysical Requirements

Is 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.

Job Tags

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