JOB FUNCTION / PURPOSE: This position is responsible for supporting Customer Relationship Management software, Security related applications and other Financial systems utilized by the Bank. This position is the main contact with the outside software vendor and will report all issues to management and banks’ business clients. This may entail some programming, system administration skills, and the ability to analyze a given problem, diagnose it and find its root cause, and then either solve it or pass the problem on to the appropriate people if it does not lie within the application analyst's area of responsibility.
PRINCIPAL ACTIVITIES / OBJECTIVES: * Maintain and support the Bank’s Customer Relationship Management (CRM), Security related applications and other Financial applications. - Troubleshoot and maintain system uptime at all times; escalation to IT for any network related issues ensuring resolution in a timely manner and minimizing customer impact. - End user application support - Plan and coordinate software vendor application changes - Create, schedule and monitor database jobs - System performance monitoring - Monitor data file transmissions * Research new modules, technologies and incorporate new tools into existing/new applications at the direction of the manager; responsible for sharing, cross training technology and skills with other department analysts. * Manage and support software vendor applications for distributed systems, which include task management for software updates and releases * Implement application changes: work with software vendor and LAN Admin to install system changes * Manage, develop and test applications: create and enhance current applications for business units * Create and execute system test plans: work with business unit and software vendor to document application testing* Participate in system design: define the architecture, components, modules, interfaces, and data for a system to satisfy specified requirements * Follow IT policies and guidelines; directs and prepares systems and user documentation; draws VISIO charts application processes and business flows * Prepare documentation for users and IT support units: create and review business process, software modification, task management and training documentation * Perform application performance statistics and monitor daily image processing files * Assist with planning and execution of the annual disaster recovery exercise * Create and manage reports for distributed applications * Solve problems that tend to arise in the normal course of business, including off-hour support * Communicate with co-workers and supervisor * Perform other duties as assigned
QUALIFICATIONS: * Must possess a degree with an IT concentration. Will consider commensurate. * Minimum of three years IT experience required * Ability to collaborate with business departments to understand any processes utilized in order to convey requirements to technical departments * Exposure to CRM, Security applications (Fraud/BSA) or SQL database management tools/techniques preferred * SQL Query knowledge required * Report writing experience with Microsoft’s SSRS, Power BI or Crystal Reporting preferred. * Ability to manage complex initiatives is required as candidate will manage and coordinate bank application projects, including updates to the application and will work with business clients, software vendors, and internal Information Technology departments. * Experience with end user support and an understanding of the business needs from the application is required for this position * Experience with Microsoft Windows products preferred * Ability to work independently and with internal clients to develop reports and applications * Possess good analytical skills * Excellent communication skills