Application Support Specialist 2 (Loan Support)

System Support Application Support Specialist 2

Position Summary: The System Support Application Support Specialist 2 is responsible for providing in-house technical system support for end users of the bank's information systems. Works with external vendors to solve problems regarding bank software.

Essential Functions:

• 75% System Support
• Perform end user software support for banking software applications via phone, email, as well as onsite.
• Oversee the daily performance of banking software applications while answering end user inquiries regarding computer software operation to resolve issues by reading technical manuals, vendor support, or conferring with users.
• Provide leadership and direction with other departments to ensure successful implementation and support.
• Prioritize and validate customer needs and request for product changes and enhancements.
• Manage support ticket requests from front line support that have been escalated.
• After researching these support tickets escalate to vendor support as needed.
• Complete change management requests and represent changes in accordance with change management policies and procedures.
• Involved in modifying and executing company policies that affect immediate operations and may also have company-wide effect.
• Research and analyze basic and complex issues surrounding the processes and systems of an organization.
• Make recommendations surrounding improving processes, efficiency, and practices.
• Simulate and test process improvements.
• Communicate changes to business units and may provide training.
• Troubleshoots and develops technical solutions related to software, independently or as a team.
• Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
• Escalates urgent problems requiring more in-depth knowledge to the appropriate resources.
• 25% Systems Analysis & Projects
• Project implementer for some small to medium project initiatives and releases implemented by business units while ensuring predictable, consistent, and success project delivery.
• Actively participate with product development teams to define product requirements.
• Confer with clients regarding the nature of the information processing or computation needs of a computer program is to address.
• Determine the functionality of some pre-developed application packages and adapt them to a user environment.
• Develop and maintain a full understanding of banking software applications and stay abreast of relevant industry trends and best practices.
• Test, maintain and monitor computer and application server programs and systems, including coordinating the installation of computer programs and systems.
• Understand and adhere to all bank policies, laws, and regulations applicable to their role.
• Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.

Qualifications: 2-3 years Loan Origination/Operations/Servicing/Training experience required. Experience with Fiserv Premier (formerly Navigator), including specification setup and/or file maintenance functions. Proficient in Microsoft Word, Excel and in working with other financial system software. Proven ability to understand complex business and technical concepts. Hands on vendor management experience as it relates to support for issue management and escalation.

Preferred Talents: Adaptability and flexibility in a dynamic, fast-paced environment Problem solver Effective communicator Organized and detail-oriented Independent with a team orientation Time efficient in managing multiple projects

Working Environment: Mostly indoor work with occasional exposure to outdoor elements or hazards. Occasional lifting and/or carrying up to 10 pounds. Occasional after-hours and/or weekend hours. This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.