Application Support Analyst ; Hybrid

Overview

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture:
Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team!

This position is a job family; there are four levels to the position

Basic responsibilities

• Interact with end-users and external vendors for troubleshooting applications and software application analysis.
• Install, configures and tests client-server software applications and monitors databases for performance and connectivity.
• Provide application maintenance and support to minimize disruption and to simplify and optimize operations.

Typical duties

• Provides professional level of service to all end-users and external vendors
• Install, configure and test installation of new and existing client-server software applications to validate software fixes and upgrades.
• Facilitates software issue resolution with external vendors and end-users to include reproducing, reporting, and tracking software issues.
• Investigate and resolve issues with software applications by diagnosing root causes.
• Develop, test and monitor client-server software applications using available tools to ensure application availability, recoverability and functionality in the event of a software failure with the least amount of disruption to the end-users and members.
• Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology.
• Act as a liaison between Network Support and Systems Administrators, end-users and external vendors to obtain resolutions for hardware and software issues that adversely affect client-server software application performance.
• Provide technical support to other Application Support Analysts’ areas as needed.
• Provide technical support to other Information Technology division areas.
• Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues, providing remote support or on-site support as determined by the Supervisor, Application Support
• Cooperate with other departmental personnel to ensure a “team effort” working well and diligently with them and providing prompt member service.
• Create and maintain job schedules, job tracking, client communications, team communications, reports, and other documents that may be required.
• Provide organized and informative system documentation, including details of application configuration and installation and client infrastructure keeping Supervisor, Application Support informed of all aspects on assigned projects and initiatives.
• Thoroughly document, track, and resolve all assigned Help Desk calls and requests for assistance.
• Document, track, and resolve all assigned Help Desk calls and requests for assistance.
• Contribute to and maintain a knowledge base of previous support issues and tickets.
• Provides technical support to the Project Team on assigned projects.
• Provide technical support and guidance to the Business Analysts team on assigned projects.
• Provide Level 2 technical support to the internally developed applications created by the Development team.
• Provide professional level of service to all end-users and external vendors
• Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Other duties as may be assigned or required in connection with the general operation of the credit union.

Level II

Level III

Level IV

CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS

• Associates Degree in Computers or equivalent and one year of similar or related experience.
• Knowledge installing, configuring, or supporting business applications.
• Competence in using, installing, and configuring current Microsoft operating systems, Microsoft Office products, Microsoft Internet Explorer
• Knowledge querying…