24 days old

IT Analyst I - Support (Applications)

LIC - HQ
Long Island City, NY 11101
  • Job Code
    115610136

Overview

Performs complex analysis to troubleshoot operational and application issues, particularly involving third party business applications that are in production. Also performs operational activities to support various business units within the organization. Promptly acknowledges requests from business units, performs various levels of analysis, and works with key stakeholders to determine next steps to resolve requests. Ensures to publish a consistent message of operational changes and provides quality assurance in monitoring various business processes and systems within the Credit Union.



Responsibilities

• Maintain detailed working knowledge of various Credit Union business processes and applications/systems in order to provide technical and operational assistance to UNFCU staff.

• Assist in providing Level I (Service Desk) support when request volume is high.

• Acquire the knowledge of new applications or operational processes that are targeted to specific business units.

• Monitor, assess, create, publish, and maintain documentation for any requested changes by the business units as well as notify all internal staff of requested changes.

• Function as Level II support resource for systems and applications administered, supported, or managed by the IT Application Management group.

• Monitor and assist incoming Service Desk tickets escalated by Level I (Service Desk) support.

• Escalate incident/potential problems to Level III Support or the IT Application Support Manager depending on nature of issues.

• Research and implement application/system parameters, versions and query designs, data access and table maintenance codes; develop procedures for maintenance and support of such.

• Responsible for generating reports for management and staff from various database sources in an efficient manner.

• Troubleshoot and resolve operations and application issues.

• Perform various quality assurance and quality control aspects as they relate to the operations and applications within UNFCU such as identifying and documenting problems within operations and recommending solutions.

• Post software updates, drivers, knowledge bases, and ‘frequently asked questions’ resources on UNFCU Knowledge/Solution database to assist in problem resolution.

• Post Operations Alerts and Service Alerts based on incident or request.

• Provide various levels of support related to Business Continuity Planning for specific applications and business units.

• Cross-train designated personnel for back-up purposes.

• Attend vendor conferences and present findings to IT department and business units.

• Follow UNFCU IT Service Management processes, policies and procedures.

• Participate in Credit Union training and development programs.

• Perform other duties as requested by management.

<br /><b>Overview</b><br/><br /><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Performs complex analysis to troubleshoot operational and application issues, particularly involving third party business applications that are in production. Also performs operational activities to support various business units within the organization. Promptly acknowledges requests from business units, performs various levels of analysis, and works with key stakeholders to determine next steps to resolve requests. Ensures to publish a consistent message of operational changes and provides quality assurance in monitoring various business processes and systems within the Credit Union. </span></p><br /><br /><b>Responsibilities</b><br/><br <p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Maintain detailed working knowledge of various Credit Union business processes and applications/systems in order to provide technical and operational assistance to UNFCU staff.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Assist in providing Level I (Service Desk) support when request volume is high.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Acquire the knowledge of new applications or operational processes that are targeted to specific business units.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Monitor, assess, create, publish, and maintain documentation for any requested changes by the business units as well as notify all internal staff of requested changes.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Function as Level II support resource for systems and applications administered, supported, or managed by the IT Application Management group.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Monitor and assist incoming Service Desk tickets escalated by Level I (Service Desk) support.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Escalate incident/potential problems to Level III Support or the IT Application Support Manager depending on nature of issues.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Research and implement application/system parameters, versions and query designs, data access and table maintenance codes; develop procedures for maintenance and support of such.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Responsible for generating reports for management and staff from various database sources in an efficient manner.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Troubleshoot and resolve operations and application issues.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Perform various quality assurance and quality control aspects as they relate to the operations and applications within UNFCU such as identifying and documenting problems within operations and recommending solutions.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Post software updates, drivers, knowledge bases, and frequently asked questions resources on UNFCU Knowledge/Solution database to assist in problem resolution.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Post Operations Alerts and Service Alerts based on incident or request.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Provide various levels of support related to Business Continuity Planning for specific applications and business units.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Cross-train designated personnel for back-up purposes.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Attend vendor conferences and present findings to IT department and business units.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Follow UNFCU IT Service Management processes, policies and procedures.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Participate in Credit Union training and development programs.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Perform other duties as requested by management.</span></p> <img src="https://analytics.click2apply.net/v/b7QLgqH8ApeofxEkINPJp"> <br/><br/><br /><b>Qualifications</b><br/><br /><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>TYPE & AMOUNT OF EXPERIENCE</strong>:</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Bachelors degree in Computer Science, Computer Information Systems or Management Information Systems and a minimum of 2 years of banking/financial services operations and applications support experience</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Familiarity with the fundamental principles of ITIL</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>TECHNICAL COMPETENCIES</strong>:</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Working experience in supporting different software applications and systems </span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Advanced computer skills, especially with databases and reporting</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Knowledge of the service management process</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> General understanding of programming languages and system architecture</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>BEHAVIORAL COMPETENCIES</strong>:</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Strong analytical ability/problem solving skills </span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Ability to work independently and within a team environment to complete assigned projects in a timely manner </span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Strong interpersonal, verbal and written communication skills</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Able to multi-task, taking on several initiatives at once</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>WORK ENVIRONMENT/CONDITIONS</strong>:</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Standard office conditions </span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> May require work on weekends or other extended hours</span><br /><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> Critical system outages and system upgrades may require 24/7 coverage on short notice</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><em><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.</span></em></p><p>PI115610136</p>

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Posted: 2019-11-19 Expires: 2019-12-20

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IT Analyst I - Support (Applications)

LIC - HQ
Long Island City, NY 11101

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