Senior Operations Specialist
Job Description
Description
A Senior Operations Specialist is responsible for ensuring that the day-to-day operations run smoothly. This role is to deliver and oversee the end users in the organization about how to use several types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Senior Operations Specialist is also responsible for assisting in the design, delivery, training and improvement of in-house applications and other operational concepts.
Responsibilities
Strategy & Planning
- Create and deploy feedback mechanisms for end users. Analyze, track and drive results, make recommendations for operational process improvement, and implement changes.
- Assess the escalation and system for centralized customer issues.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Performs IT (Information Technology) functions such as design, analysis, evaluation, testing, debugging and implementation of applications or programs supporting company business processes and operations.
Acquisition & Deployment
- Conduct research into software application products and services in support of development and purchasing efforts.
- Provide support for the testing of new and existing software applications under development or consideration for purchase.
Operational Management
- Review systems, configuration and services Knowledge of standard IT hardware and equipment
- Ability to learn and understand IT management software - pulling logs, etc
- Ability to diagnose and solve application issues
- Providing on-call support
- Working with cross-functional IT team to identify and track issues
- Escalating Problems, Enhancements and Bugs
- Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
- Assist in testing fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Maintain and enhance performance of all new and existing software and applications across the organization.
- Identify and learn appropriate software applications used and supported by the organization.
- Coordinate with department heads to assess departmental application training needs and objectives.
- Participate in the design, development, and delivery of software applications training programs and individual classes.
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
- Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
- Apply diagnostic utilities to aid in troubleshooting.
- Provides guidance to members of the team.
- The position requires interfacing with multiple departments, creating and/or translating business requirements into the technical specifications.
- Other duties as assigned.
Position Requirements
Formal Education & Certification
- Bachelor's Degree or equivalent experience
- 5 years of experience in IT related fields required.
- 2-3 years of experience in the banking and/or finance industry preferred
Knowledge & Experience
- Strong application knowledge and aptitude for grasping and using various software applications.
- In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
- Broad knowledge of SDLC and techniques
- Able to develop and interpret technical documentation for training and end user procedures.
- Knowledge of trends in technology relating to software applications.
- Experience with building and maintaining databases for query and problem tracking.
- Good understanding of the organization's goals and objectives.
Personal Attributes
- Highly self-motivated and directed.
- Ability to absorb innovative ideas and concepts quickly.
- Good analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to research software development and delivery concepts and technical application issues.
- Ability to present ideas in business-friendly and user-friendly language.
- Strong customer service orientation.
- Excellent written, oral, interpersonal, and verbal communication skills.
- Experience working in a team-oriented, collaborative environment.
- Excellent listening and interpersonal skills.
- Solid organizational skills including attention to detail and multi-tasking skills
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Understanding Agile Methodology.
- Confidence in debugging and solutioning challenges during complex implementations
TAB Bank Offers:
- Onsite Gym
- Tuition Reimbursement
- Paid Holidays
- Gym Reimbursement
- College Scholarships for Employees and Families
- 401(k)
- Paid Time Off (PTO)
- Employee Assistance Program (EAP)
- I Made the Grade
- Holiday Club Program
- Medical, Dental, Vision, Life and AD&D, Voluntary Disability, Flex Spending & Dependent Care
TAB Bank will not sponsor applicants for work visas.
Date Posted
08/04/2023
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Subjectivity Score: 0.5
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