Application Support Specialist

Job Description

Job Description

Position Summary: Three-part Position

Primary Role : Responsible for configuring, maintaining and supporting, with various coding languages and integration, the ‘Recovery Information Systems’ and related components. This includes Recovery Management System (RMS), NiCE/LiveVox, vExchange, legacy IBM systems including Green Screen, internal applications, and other information systems and file processing related to the recovery functions. Additionally, provides user and systems support to company employees in this area as required.

Data Coordinator (Backup): Reviews and ensures client incoming and outgoing data (record) maintenance is processed correctly and efficiently . Ensures new business placements are complete, accurate and provided in a timely manner (i.e. meet SLAs) and that all system design requirements adequately reflect the defined placement processes and fully support all components of the new business requirements. Confirms recalled accounts are appropriate and handled correctly.

Mail Processing (Backup): Processes all out-going mail correctly and efficiently. Ensures that all letters that get mailed out are tracked on a daily basis. Confirms that all overnight letters on the letter report have printed. If not, create a helpdesk ticket. Perform the UCFS Outgoing Weekly Maintenance Monitoring. Create labels, compile envelopes and mail out documents for Legal, Surrender and Probate.

Essential Duties & Responsibilities

In conjunction with the Business Application Developer, collaborate with the management team to ensure applications align with the organization’s goals, as well as internal and external customer needs

Support the Business Application Developer in the analysis, design, build, and implementation of:

• software, interfaces and workflows within the Recovery Management Suite
• file delivery and file handling and processing
• software that provides automation to improve employee productivity and minimize errors
• prototypes of software scripts and features. Present them to the end user team for review, approval and implementation

while staying on track of the application lifecycle to ensure development and updates are completed on time

Create and maintain ‘Recovery Information Systems’ documentation to enhance supportability and provide knowledge transfer to other IT team members

Support the business operational team in the use of the RMS integrated functions and services as needed. Includes:

• Create ‘Recovery Information Systems’ training materials for end users and conduct training as necessary

Maintain the level of service and performance requirements for RMS and its integrated recovery applications and infrastructure according to company and client work standards and SLAs. This entails:

• Remain current on technology trends to:

• keep the software and tools as innovative and secure as possible
• improve the overall application development process and continuously find ways to advance the apps and/or work processes

• Maintain all current and new software and schedules that support new features and reporting
• Develop and maintain controls (i.e. quality assurance) to verify the integrity of systems, processes, and data
• Develop and maintain a monitoring and reporting program to identify opportunities and threats to the information security of the RMS/IBM systems, interfaces, and infrastructure; this includes identifying and implementing solutions to address security threats and/or viruses
• Maintain a secure IBM server environment including research and implementation of server security options (e.g. patching; version; tools)
• Maintain a robust and reliable server environment including research and implementation of server reliability options (e.g. patching; performance tools; usage tools)
• Ensure licensing, certificates and patch management are up-to-date
• Design, maintain, and execute an appropriate RMS / IBM backup program (e.g. Mimix) and validate its readiness (integrity and recoverability) periodically
• Design, maintain, and execute appropriate RMS / IBM disaster recovery procedures and test their readiness periodically
• Assist in the installation, configuration, and maintenance of the RMS (i.e. IBM) computer hardware, software, and technology systems

Ensure key deliverables are maintained on the IT Calendar and completed as required

Ensure tracking and management of IT-related 3rd party licenses, domains, contracts, subscriptions, etc. used within the computing environment (see below), including Bass Point-of-Contact (POC) info, 3rd party POC info, renewal information, costs, purpose, versioning, number of licenses, keys, and other key data

• Workstation licenses
• Server licenses (e.g. hardware, software, maintenance)
• Application and tool licenses (e.g. security tools like Trend Micro; SentinelOne)
• Website domains
• Telecommunication

Manage and maintain an Inventory of Bass' equipment (servers, workstations, etc.) to include (as example):

• Type of hardware; Serial #; Operating System; applications and licensing; certificates if applicable; assigned to whom

Manage meter readings and billing with FTG (Flex Technology Group), Bass' Managed Print Services (MPS) vendor) OR whatever 3rd party is used

Available during non-business hours to respond to company and client reports of system problem(s)

Participate in a wide variety of special projects and generate special reports, as assigned by the IT/MIS Executive

PLACEMENTS:

Ensures adherence to legal standards and regulations

Reviews and processes all new business placements and account recalls timely in accordance to client contract or directives

Reviews all vendor data updates and ensures information is processed in a way that can be utilized efficiently

Provides monthly accounting of new business placements to the IT Leadership and President via the placement log

Manages data integrity

Assists in special projects as assigned by IT Leadership or President

MAIL PROCESSING:

Processes all outgoing mail by weighing mail and affixing the appropriate postage and/or using the Inserter machine

Understands the maintenance and use of the mail/insert machine

Responsible for maintaining office supplies and putting items on the supply list when need to order

Performs the Outgoing Weekly UCFS Maintenance monitoring every Friday

Ensures all the mail from Legal, Chapter 13, e-File, Surrender and Probate is picked up and processed by 3:30 pm for timely drop off at the post office

Downloads and prints all Reg-F letters and ensure the legal count and the mailroom count tie out

Verifies the number of letters on the letter report match the number of letters that printed; then generate and print the letters

Makes labels and compiles envelopes for Legal/Probate

“Mark as Mailed” all letters that were mailed out for the day on APU

Assists Facilities with his/her responsibilities and perform duties as requested or delegated

• Participates in special projects as assigned by department management