Application Support Specialist

The Application Support Specialist oversees technical support for business SaaS applications, system software, and computing tools. Troubleshoot end-user issues, maintain internal systems, and facilitate communication between tech teams and vendors.

Responsibilities include, but are not limited to the following:

Supporting, monitoring, and conducting maintenance of the organization’s core banking systems infrastructure (FIS, Fiserv, Jack Henry).

Create, update, and maintain detailed technical documentation, including application specifications, system diagrams, user manuals, and other relevant documentation for supported applications.

Develop and maintain external vendor relationships with respect to technology-driven applications and systems.

Deploying and maintaining secure systems configurations, in supporting regulatory guidelines or requirements.

Provides System Administration support to maintain the Company’s IT infrastructure, including hardware and software.

Ability to gather business requirements and work with vendors or internal resources to identify solutions/options and if applicable task work effort and implement.

Applies diagnostic and troubleshooting skills to research and resolve system and application issues.

Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.

Evaluating, assessing, and testing new applications, in support of the Bank’s strategic initiatives.

Improves existing programs/applications by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.

Provides hardware and software support to end-users.

Working knowledge of Microsoft Active Directory Services, Windows Servers, VMWare, SAN/NAS, Email/Exchange, SQL, and supporting infrastructures.

Documenting internal processes and procedures related to duties and responsibilities.

Updating and maintaining accurate reference material for all supported systems, such as work-flow diagrams, Network specifications, technical support, and end-user documentation.

Working closely with internal Network, Security, and End User/Infrastructure teams daily.

Escalating of service or project issues which cannot be completed within defined service levels

Participating in annual Compliance Reviews and Audits.

Performing all work in direct alignment with departmental Risk Management and Change Management protocol.

Qualifications, Knowledge, Skills, and/or Abilities:

Essential knowledge of enterprise core-banking and digital banking systems.

Proven track record as a technical resource for application support, administration, and business requirements.

Demonstrated initiative, with a history of implementing process improvements.

Strong project leadership skills, with the ability to coordinate tasks and drive results.

Experience with diverse technologies and project planning.

Proficiency in Microsoft technologies and monitoring applications.

Familiarity with VMWare virtualization and enterprise data storage systems.

Application of ITIL principles for effective support service delivery and continuous improvement.

Knowledge of IT service management tools, such as Ivanti and JIRA Service Desk, is advantageous.

Proficiency in industry-standard support tools and troubleshooting techniques.

Competence in Microsoft Office applications.

Excellent communication and leadership skills, both written and verbal.

Strong analytical, problem-solving, judgment, and decision-making abilities.

Collaborative team player with keen attention to detail and organizational skills.

Ability to thrive in high-pressure environments, meet tight deadlines, and deliver accurate work.

Compliance with relevant policies and procedures.

Bachelor's degree in MIS, Computer Science, or related field, or equivalent technical certifications.

Alternatively, relevant work experience may be considered.

5-7 years of progressive professional experience in Systems Administration, Application Support, or System Troubleshooting.

Preference for IT experience in the Financial Services or Banking Industry.