IT Analyst - Application Support

Date posted:

Department:

Information Technology

Location:

Long Island City (HQ) - Queens, NY

Description:

This position performs complex analysis to troubleshoot operational and application issues, particularly involving third party business applications that are in production. The position also performs operational activities to support various business units within the organization. The main purpose of this position is to provide application support for a wide array of banking business systems. In order to maintain a high quality of service within the Credit Union, the IT Analyst – Application Support is expected to promptly acknowledge requests from business units, perform various levels of analysis, and work with key stakeholders to determine next steps to resolve requests. One of the main functions performed by the IT Analyst – Application Support is to publish a consistent message of operational changes. The IT Analyst – Application Support will also provide quality assurance in monitoring various business processes and systems within the Credit Union.

Accountabilities:

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 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 Level II 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.

As directed, distribute incident and service requests that have been assigned to his/her group amongst the group's specialists

Train team members on various applications’ functionality and IT service management processes.

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

Cross-train designated personnel for back-up purposes.

Participate in Credit Union training and development programs.

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

Perform other duties as requested by management.

Follow UNFCU IT Service Management processes, policies and procedures.

Qualifications:

An incumbent in this position must possess a wide range of banking, financial services and/or operations and applications support experience. A typical pathway to obtaining the requisite knowledge and skills is graduation from a four-year college or university with a Bachelor’s degree in Management Information Systems or Computer Science, and two to five years of experience in a customer/help desk service environment. Working experience in supporting retail banking applications and systems like core processing systems, consumer lending systems, accounting applications, card services applications etc., is highly preferred. Advanced computer skills, especially with databases and reporting, and strong analytical ability/problem solving skills are necessary. Excellent oral and written communication skills are also necessary. Public speaking experience is preferred. The incumbent must also be able to multi-task, taking on several initiatives at once. Familiarity with the fundamental principles of ITIL is preferred and knowledge of the Incident Management process is highly preferred.