Application Support Engineer

As an Application Support Engineer, you will be responsible for maintaining, monitoring, and servicing key Credit Union's application systems. Collaborate with various departments to assist with determining support needs to identify and maximize operational efficiency, reduce downtime, and automate where possible. Responsible for completing and updating status of service tickets in a timely manner. This role requires a moderate level of technical support including monitoring, trouble shooting, and support of users.

Technical support includes analysis, system integration and operational support.

Direct Reports:
None

30% Oversee the installation and maintenance of software applications in order to streamline business applications supported. Duties include optimizing procedural performance, installing or working with infrastructure team to install vendor updates and development team changes.

25% Contributes to ticket resolution by maintaining point of contact until the request is completely resolved and provides follow-up with issuer after closed to assure continued success. Apply technical skills and good business knowledge - together with investigative techniques and problem-solving skills to identify and resolve moderately complex issues in a timely and high-quality manner.

15% Open tickets with vendor to address questions, issues, or changes needed. Maintain point with vendor until ticket is closed. Communicate with business areas involved as appropriate. Provide regular status updates when issue is not resolved within SLAs.

15% Follow change control process for all changes to production. Review documentation, test, and implement changes received from the development team, vendors, or others. Update process flows, BCP documentation, or other documentation when changes are made to the live environment.

10% Provides on-call support during assigned rotation. Leads efforts to resolve issues. Acknowledge when a production issue is picked up and communicate resolution.

5% Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions.

-- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

5+ years of coding experience preferably at a financial institution plus 3+ years collaborating with users to solve application technical problems and must be proficient in two or more programming languages.

This level of knowledge is acquired through completion of a Bachelor’s degree in Computer Science, Information Systems, or related field, or completion of programming coursework at a technical school. Must have and maintain a valid driver's license.

• Demonstrated ability to collaborate directly with various internal staff/teams to understand and resolve issues.
• Apply strong technical skills and good business knowledge.
• Demonstrate investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner.
• Strong technical background with ability to perform and deliver under pressure.
• Ability to work with and participate in a high performing team.
• Professional level of verbal and written communication skills are essential to the position.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, and services.
• Advanced analytical skills for a variety of tasks.
• Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

• Courtesy and tact are essential elements of the job.
• Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
• Communications generally require shorter and not in-depth discussions.

• Balance Stakeholders – Understands the needs of diverse stakeholders and the underlying motivations driving those needs, including cultural and ethical factors. Acts fairly in the decision-making process when faced with conflicting demands of stakeholders.
• Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of…