Delivery Specialist

Location :
Address
27000 Evergreen Location :
City Lathrup Village Location :
Postal Code
48076

Responsibilities

SUMMARY:

• Manages and troubleshoot advanced software issues.
• Provides technical support for team member’s and system issues and escalating when appropriate.
• Manages multiple IT projects concurrently.
• Monitors Application Development project metrics for significant deviations in quality, defects, and support.
• Provides a fast response and maintain a high level of professionalism at all times.
• Provides 7x24 support working with IT Operations team and external vendors.
• Builds and maintains knowledge base and document procedures.
• Provides feedback on all projects and/or support issues to Technology Delivery Manager.
• Defines procedures or standards for Keystone Application.
• Provides recommendations for procedural improvements in Keystone Application.
• Acts as the “go to” person within an Application Delivery team for questions and problems regarding Keystone Application.
• Knows Keystone database structure and adjust forms and reports based on business needs.

RESPONSIBILITIES:

• Acts as a trusted technology and business advisor in partnership with functional business stakeholders to synchronize business and technology activities, identifying service components to deliver business outcomes and capabilities.
• Must be willing and able to work closely and effectively with other teams, peers, etc. and escalating when necessary.
• Establishes and maintains relationships with service consumers (stakeholders, users, decision makers, etc.) by demonstrating reliability, cooperativeness, honesty, and an unbiased approach to analysis work.
• Assists with evaluation of proposed new solutions and preparation of analyses to determine how closely solutions meet stakeholder and solution requirements.
• Assists with recurring meetings with team members and all departments to review service performance and expectations.
• Must be able to effectively communicate at all levels in both written and verbal forms.
• Must have excellent attention to detail, and all work must be at a high level of professionalism.
• Does what it takes to successfully accomplish goals.
• Understands key customer business processes, applications and integrations in order to develop system expertise for customer support, troubleshooting issues, and performing system testing.
• Beginner level reporting experience working with SQL and databases for extracting reports.
• Ability to work with multiple systems and tasks at once.
• Understanding of Agile/Lean environment
• Responsible for day-to-day customer support of designated systems and processes, including coordination with stakeholders to train, answer questions and troubleshoot issues.
• Ability to work with external vendors, business users, and/or development teams to resolve issues in a quick and efficient manner.
• Liaison amongst business departments, technology team and third-party vendors to successfully coordinate activity across matrix functions and maintain a good customer experience.
• Assists with training and quality improvements to core applications being supported.
• Assists with solution documentation and training materials as required.
• Supports the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes and polices are applied for Keystone Application.
• Validates the requirements and deliverables that describe the product(s) or service(s) Keystone Application will produce.
• Provides input for the design and construction of test cases and scenarios and validate executed test results for Keystone updates.
• Guides other professionals on the project/program to ensure the content related to Keystone Application is accurate.
• Reports to Application Delivery Manager about current trends and repetitively reported issues to identify defects if applicable.
• Contributes and collaborates directly as a hands-on support team member to model, mentor, and reinforce the values, principles, and practices of Michigan First Credit Union and the Technology Services organization.
• Believes in the power and synergistic value of teams; equates personal success with team success; focuses on…