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Support Analyst
Patelco
Pleasanton, CA, United States
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Overview
The Sr. Applications Support Analyst within the IT/Development of Patelco Credit Union supports all the major internal business applications on a day to day basis.
The Sr. Applications Support Analyst is accountable for support and minor enhancement of the business applications that all internal Patelco employees, external vendors and/or Patelco Members use. The Sr. Applications Support Analyst is also responsible for understanding the business processes and leverages their understanding of systems and integrations to effectively and efficiently support the business.
The Sr. Applications Support Analyst plays a key role in supporting the business and development team. Specifically, the role involves root cause analysis, data updates, application configuration, system analysis, testing and the coordination of development efforts with business partners, systems analysts, end-users, and developers as needed to implement system enhancements.
The Sr. Applications Support Analyst will provide Level 2 support for company applications and systems, including application incident management (break-fix), code review and deployment, system administration (certain applications only), job scheduling, environment and state-of-health monitoring, data integrity management, application request management, reporting, and user and configuration management (certain applications only). The lead will participate and assist in training and knowledge transfer, as well as the transition and acceptance of new and existing applications into the company’s production support model, including strategy, documentation, planning, and integration with other support teams and processes.
Responsibilities
• Perform the role of system admin for all current and future third party applications used by Patelco ( e.g Salesforce, Online & Mobile Banking )
• Act as the senior-level support lead for application issues and change requests or help tickets.
• Develop deep understanding of applications, supporting infrastructure and integration
• Managing incident queues to respond and resolve application issues and product change requests. Dispatch trouble tickets and follow up on problem resolution.
• Gain solid understanding of the business process, workflows and data requirements for each supported application.
• Responsible for the analysis of application change requests received from the business and application users.
• Lead/oversee UAT testing efforts to ensure high quality deliverables
• Report defects & manage resolution working with third party vendors
• Maintain application run-book, application wiki site, notification templates, on-call rotation and support calendar
• Conduct periodic system assessment and recommend performance measures to improve PPS.
• Perform root cause analysis to ensure minimal impact to application availability. Plan and implement preventive actions
• Collaborate with teams/support groups on all application installations / platform readiness (multiple environments)
• Monitor notifications through various channels like alerts, paging, email, phone, application teams, and other support groups to resolve issues per agreed SLA
• Oversee the creation and maintenance of customer “how to” documentation, knowledge base articles, and internal troubleshooting guides
• Acts as a point of escalation for all customers ensuring issues are dealt with in a timely and effective manner
• Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
• Lead stakeholder SLA review meeting
• Lead and mentor junior team members as well as new hires to become technical subject matter experts with a passion of supporting Patelco’s members
• Perform other duties as assigned.
Qualifications
• BA/BS in Information Systems with minor in business or equivalent industry work experience preferred.
• Three or more years of experience with financial applications development and support.
• Three or more years writing technical documentation and gathering requirements.
• Three or more years of experience with Helpdesk and support/issue tracking systems, preferred.
• Ability to plan, organize, schedule and manage work hours and small projects.
• Strong problem solving and analytical abilities.
• Possess good written and oral communication skills.
• Possesses ability to collaborate effectively with a wide array of people on many different levels.
• Understanding of relational database models for business applications, preferred.
• Prior role as Project Manager or formal Project Management Training/Certification, preferred.
• Must have working knowledge of technical strategies, business process, application development and support and operation in financial institute.
• Must be a team player and have excellent communication skills.
• Must interact with all levels of staff, from front-line Branch staff to Senior Management.
• Ability to work with minimal supervision and effectively prioritize workload.
• Provide accurate estimates to complete assigned tasks.
• Working knowledge of the host system that front-line staff utilize to perform member transactions.
• Respond to member and staff help tickets in a timely manner.
• Communicate with members and staff in a courteous fashion.