Application Support II

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Application Support II

ACCOUNTABILITY STATEMENT The Application Support II is responsible for assisting, diagnosing and troubleshooting advanced application support issues. The candidate partners with the ITO Service Desk team to provide knowledge articles to aid technicians in the diagnosis and correction of issues. The candidate must be comfortable providing technical direction to non-technical users over the phone and in person with back-office personnel. The candidate must possess excellent diplomacy and communication skills as well as a strong desire to provide excellent customer service. A wide degree of creativity and latitude is expected.

ESSENTIAL JOB FUNCTIONS:

• Participate in team meetings with ITSS Service Desk to review monthly issue reports and overall incidents and problems. Participates in ongoing technical coaching, skills counseling and training for the Service Desk towards improving incident resolution performance
• Train level I Application Support team members on core business applications and help them resolve application issues
• Partners with a specific line of business (LOB), vendors and internal resources to assist in defining and analyzing problems to help in outlining business/technology solutions
• Work independently to gather and analyze data to assist with long term problem solving
• Produce organized and informative system documentation, including details of application configuration, installation, and client infrastructure
• Enforce and improve request handling and escalation policies and procedures. Enforce service levels agreements in consultation with Information Technology Service and Support (ITSS) management to establish problem resolution expectations and timeframes
• Analyze application performance activities and documented solutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems or repeat issues.
• Update targeted communications in the event of a service outage when appropriate. Resolve daily issues of a complex scope that impact the team and overall business objectives. Work with internal and external business partners to focus on team building, communications, and address any escalated issues towards timely resolution.
• Participate in team meetings with ITSS Application Design, Application Development, and Application Support to review issues escalated and corrective actions.
• Maintain current knowledge of in-house developed and purchased primary business applications to quickly diagnose, troubleshoot and remediate advanced error occurrences.
• Define equipment and tools needed to provide adequate support the customers. Develop and enhance cooperative interdepartmental and vendor relationships and communications.
• Assist the Manager, Application Support with the preparation and administration of defect report, root cause analysis (RCA) and tracking. Ensure defects are logged and proper resolution procedures are in place to prevent further ticket escalation.
• Performs other duties as assigned.
• Demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.
  • Focus - Focus your full attention by carefully listening to and observing your clients or member.
  • Connect - Consistently be friendly and approachable. Demonstrate you care.
  • Understand - Listen empathetically and ask questions (70% to 30%).
  • Counsel - Recommend solutions based on your client's or member's needs and objectives.
  • Advance - Ensure that member's or client's expectations were exceeded.
  • Verify necessary follow-up actions were completed.
• JOB QUALIFICATIONS
  
  EDUCATION
• Four-year bachelor's degree (or equivalent combination of education, significant relevant experience in application support or software troubleshooting, and/or Microsoft certification).
• EXPERIENCE
• 3 - 5 years' experience in application production support, or software troubleshooting
• 2+ years' experience working with SQL Server
• 2+ years' experience working with core Microsoft technologies including, SharePoint, Project Server, Teams Foundation Server
• Financial services industry experience preferred
• SKILLS & ABILITIES
• Ability to support standard MS Office software, desktop operating systems (Windows 7, Windows 10), server operating systems (Windows Server 2008, 2012, 2016) and MS SQL Server. Ability to use and understand network protocol is beneficial.
• Knowledge of Microsoft ASP.NET with emphasis in C# and/or VB.NET.
• Be capable of performing application administration to system files, parameter settings, software configuration tables and database edits.
• Ability to read, analyze, interpret and apply common systems troubleshooting techniques to system errors and system responses. Utilize out-of-the-box thinking to identify external interactions between systems to advance troubleshooting progress.
• Must demonstrate ability to isolate and resolve PC hardware and software problems as they relate to application interfaces.
• Ability to create and maintain technical documentation for newly created or modified custom applications.
• Ability to gain proficiency and earn certifications in new technologies.
• Ability to work independently on small projects.
• Interpersonal skills including collaborative style and ability to work effectively with diverse groups.
• The ability to track and interface with third party vendors and push issues to resolution required.
• Ability to multi-task, work independently and manage unstructured tasks within specific guidelines and time constraints.
• DISCLAIMERS AND WORK ENVIRONMENT
  
  Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.
  
  The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.