Applications Support Analyst – Episys
Garland, TX, USA
FSR is a leading provider of premier talent for credit unions (Direct -Hire) specifically recruiting for the credit union industry. Our experienced placement professionals have an unparalleled understanding of our client’s business culture and candidate expectations. We expertly match our candidates talent to our clients need for any all staff levels within the credit union organization, from teller to CEO we can make it happen for you.
Credit Union has an immediate need for an Application Support Analyst to be responsible for the facilitation of efficient triaging and resolving of application issues with internal users across a large number of applications. This role works in close coordination with both other internal Technology teams and lines of business users, as well as vendor support teams, to analyze information, troubleshoot applications and provide recommendations to management on a regular basis. Responsible for helping ensure close alignment between the credit union strategic business goals and objectives, best practices, effective design principles, and solutions. Maintains quality service standards set by the organization.
Essential Functions & Responsibilities:
Troubleshoots and supports proprietary software programs as well as third party software and applications. Stays current on system features and software releases. Reviews release notes and analyze implications.
Responds to user requests; Creates, revises, and supports system related jobs using ticketing system as needed. Documents interactions and schedules follow ups. Tracks progress and interacts with other users to facilitate resolution.
Can deploy investigation and diagnostic skills to resolve technical issues which may include application configuration, programming changes, scripting and other technical methods or tools.
Create help desk articles, run books and other supporting documentation for applications to allow other support personnel to support applications more efficiently
Excellent communication skills are required, both verbal and written, as well as a strong sense of empathy and the ability to respond appropriately during an incident via acknowledgements, updates and resolutions.
Ability to work with users on both a business level and technical level of understanding, as well as act as a technical point of contact to fix application and systems issues.
Operate as an escalation point to the Service Desk for all application-oriented requests.
Works in a cross functional team and assists with configuring, and at times customizing, software applications to meet user needs.
Participates in QA testing when implementing, customizing or upgrading system software updates and changes.
Works with business units to improve processes, automate manual work, strengthen controls, and increase efficiency.
Maintains a working understanding of system infrastructure in order to help monitor and resolve general issues affecting multiple operating systems.
Creates, revises, and updates department procedures as needed.
3 years of experience in administration of the Symitar – Episys data processing system a MUST
Experience with credit union/banking processes and financial business applications highly desirable.
Experience with automation and scripting similar to OpCon, PowerOn, Unix Shell Scripting, Command Files, Python, SQL or PowerShell.
Demonstrable knowledge of ITIL framework and IT service management is preferred.
2 years of experience successfully working in a support environment and resolving issues to the end user’s satisfaction.
Ability to monitor and respond quickly and effectively to requests received through the IT Service Desk system.
Experience with testing procedures, systems processing design, or equivalent processes.
Organizational skills sufficient to prioritize concurrent projects, plan work and meet deadlines.
Exceptional interactive, verbal and written communication skills.
Attention to detail, focus, and follow-through essential.
Ability to maintain composure and think clearly in stressful situations.
Highly motivated to take ownership of the role and the team as a whole.
All your information will be kept confidential according to EEO guidelines.
To apply for this position or other positions see the Financial Staffing Resources page on our site or get in touch with them directly:
Financial Staffing Resources
15950 Dallas Pkwy # 400
Dallas, TX 75248