Senior Application Support Analyst

Overview

This is a remote role that may be hired in several markets across the United States.

This position serves as the primary point of contact for all incoming application requests, incidents, or problems within the scope of the department. Responsible for providing application support to business users while maintaining a high level of customer satisfaction. Documents all required fields for incident or issue tracking and adheres to the Bank's standards for ticket entry, incident resolution, and problem management escalation procedures. Provides highest level of escalation for members of the team by maintaining knowledge of how applications are used coupled with technical aptitude of the application and infrastructure. Responsible for training, coaching, and mentoring junior level associates. Serves as primary resource for project related work, leading partnership meetings with other teams, and assisting in defining process improvements for the team.

Duties include, but are not limited to:

Monitoring and supporting Direct Bank infrastructure such as load balancers, servers, databases, network, firewall and B2B partner connections working individually or with support from other teams.

Review and remediate Direct Bank infrastructure vulnerability records as they are reported.

Provide Production Support for Direct Bank applications and responsible for responding to or inputting and updating ServiceNow tickets, analysis of the issue root cause, managing the incident through resolution, and communicating progress to interested parties.

Provide system monitoring and event management.

Provide support for internal procedures including risk governance, audits, access management reviews.

Responsibilities

This position will be responsible to provide support for all Direct Bank applications.

• Issue Resolution - serves as primary point of contact for incoming requests, incidents, or problems for applications. Escalates issues as appropriate.

• Application Support - provides support to business users inclusive of investigating data discrepancies, reviewing application errors, troubleshooting integration points from upstream and downstream systems, and interacts with vendors when required. Manages and resolves technical issues while providing excellent customer service.

• Business Analysis - monitors application performance and proactively identify issues. Performs root cause analysis to identify errors and problematic trends to help determine solutions and improve application functionality. Documents system issues, limitations, and errors.
• Knowledge and understanding of application IT infrastructures (servers, load balancers, firewalls, etc.) Not build/configure but understanding with the ability to engage engineers responsible for build/configurations/patching.
• Ability to work in a fast-paced, dynamic workplace. Maintain availability while working on multiple tasks.
• Provide clear and timely communications to management, other IT staff, and business users as appropriate. No external customer contacts.
• Strong analytical skills and ability to stay focused on multiple tasks during the resolution of critical errors or outages that may be highly visible within the organization.
• Strong oral and written communication skills while interfacing with internal peers, managers, and vendors.
• Comfortable working with technical and non-technical issues. Aptitude for learning in a technical environment.
• Coordination of planned disaster recovery testing.
• Flexibility with after hours and/or weekend availability if needed on an on-call rotation basis.

Qualifications

Bachelor's Degree and 2 years of experience in Computer Science or Analytics OR High School Diploma or GED and 6 years of experience in Computer Science or Analytics

Preferred experience:

• Experience with application/production support and incident management in the banking domain
• Experience with FIS applications such as IBS Insights is preferred
• Certified in ITIL and Six Sigma certifications

Required Skills:

• Knowledge of application infrastructure and experience with requesting Windows servers, SQL databases, load balancers, DNS entries, certificates, firewall rules, etc.
• Experience using monitoring tools such as DynaTrace and Splunk. Experience with building automated alerts.
• Managing the remediation of reported server vulnerabilities.
• SQL database skills including debugging and writing/running queries.
• Banking operations knowledge and/or technical skills is a plus.
• Experience supporting both in-house developed and SaaS hosted applications.
• Experience with ServiceNow - add/update/resolving tickets. Familiar with CMDB inventory.
• Experience with providing customer service for internal business and technical partners
• Ability to work with cross-functional teams
• High attention to detail
• Adept with all computer systems such as Outlook, Microsoft Word and Excel, and comfortable navigating corporate portals.
• Proactive self-starter with proven ability to quickly learn new applications, processes, and procedures.

Base pay for this position is generally between $96,300 and $120,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at

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