App Support Specialist II (Online Banking)

UMB Bank
Dubuque, United States of America
11 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Dubuque, United States of America

Tech stack

Information Systems
Online Banking
Monitoring of Systems
IT Management
Transaction Processing (Computing)
Splunk

Job description

Our Online Banking Support team provides support for our Consumer, Small business Online banking application. We work closely with our business partners, vendors and product team to effectively support the online banking platform. This includes our main platform and other subsidiary applications that support the online banking experience.

As an Application Support Specialist II , you will provide technical application support and create solutions across a broad range of products. This will include working incident tickets, monitoring systems performance, and assisting with or applying application fixes and upgrades. You will also troubleshoot and triage problems and incidents on production applications. This is a subset of the overall responsibilities which will include multiple initiatives as assigned by IT leadership.

This role is hybrid (Mon thru Thu on-site / Fri remote) located in our Kansas City, MO or Dubuque, IA location.

How you will spend your time:

  • Serve as a point of contact for incidents to coordinate issue resolution working with applications teams, vendors, business units, and varied departments.

  • Analyze and measure problem and incident data to identify underlying and systemic problems which also includes implementing solutions to resolve current incidents and reduce or eliminate future incidents.

  • Manage post-mortem analysis process for high priority incidents and problems.

  • Document resolutions to allow for reuse processes, trending and categorization of issues.

  • Work closely with business peers, Vendors, application teams and management to develop and implement process improvements that aid in the reduction in problem tickets and increase in system performance.

  • Coordinating with third-party vendors to resolve issues and meet SLAs.

  • Identify and recommend practices that reduce and eliminate problems and outages of managed information systems and applications.

  • Provide assistance to less experienced associates to aid in problem resolution.

  • Share on call with other team members.

Requirements

  • At least 5 years of experience in a technical role supporting financial applications, including familiarity with transaction processing and online banking applications.

  • Knowledge and experience troubleshooting production issues that span multiple systems.

  • Knowledge and/or experience with Splunk.

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