JOB REQUIREMENTS:

• Minimum of 3 years of related experience in a similar role that includes quality assurance for large-scale business software systems, financial institution software preferred;
• Ability to drive successful results, make decisions with limited information and adjust quickly, managing multiple priorities across different business units.
• Must have excellent judgment, leadership, interpersonal and communication skills.
• Must exhibit creativity and innovation.
• Self-motivated, professional, ability to lead and take ownership and responsibility.
• Experience supporting applications in complex infrastructures.
• Advanced problem-solving and critical-thinking skills, both proactive and responsive.
• Keen organizational and planning skills.
• Ability to make group presentations and conduct training.
• Ability to deal with time constraints and changing priorities with a strong attention to detail.
• Strong customer service and support focus with a history of delivering a high quality service.
• Flexible in working outside of core business hours at short notice.
• Extended hours sitting and performing computer tasks may be required.
• Employees confirm they are able to perform the essential functions of the position to continue employment with First Federal Bank.
  Bilingual candidates encouraged to apply.

JOB PURPOSE:

Provide high quality application and system support for business functions. This role minimizes the adverse impact of improper deployment, support incidents, and other application related problems to business lines and associated processes. A primary focus is to maximize utilization of the bank’s investment of software solutions and to ensure proper lifecycle support of all business applications with appropriate availability and service levels including preventing reoccurrence of redundant support incidents. The scope includes both internal facing and external customer systems.

ESSENTIAL FUNCTIONS:

• Responsible for providing proper support and administration of business applications throughout their full lifecycle.
• Provide assurance that business application performance and availability meets the requirements of the business and that all application components are kept up to date and compliant with policy and regulatory requirements.
• Coordinate with business partners and other IT operations groups as necessary to ensure business applications are supported appropriately and effectively.
• Coach, mentor and develop Application Support Team members.
• Assist and backup the Application Support Officer as needed or required.
• Collaborate with the Application Support Officer to ensure that strong strategies, processes and procedures exist within the Application Support Team.
• Provide technical support and escalation for both internal and external customer facing systems.
• Interact with internal teams and 3rd party vendors to troubleshoot and resolve complex problems.
• Maintain beneficial working relationships with internal departments as well as 3rd party vendors.
• Coordinate and promote effective functioning of system application ownership assignments and designees.
• Provide input to business application and related infrastructure scalability. Participate in the IT budgeting process.
• Contribute to the planning of business application implementation and respective backup plans.
• Work with the training department to design and prepare training relating to supported applications.
• Monitor applications for performance tuning and related testing. Provide timely and expert advice on emerging trends and issues affecting application delivery.
• Maintain up to date technical and non-technical documentation and diagrams regarding business applications with a focus on data flow, process flow, interfaces and integrations.
• Analyze user and system processes and produce data and process flow diagrams as well as reports and recommendations. Identify process improvements including use cases for using automation tools and related technology such as Robotic Process Automation (RPA), Machine Learning (ML), Artificial Intelligence (AI) and SharePoint.
• Maintain a map and recommendation plan for application updates and configuration changes. Work with Application Support Officer to prioritize and deem which application enhancements are completed
• Assists and supports project management within the Application Support Team including maintaining proper up-to-date documentation of allocated human resources, their availability and related resource management.
• Serve as a technical resource for bank projects and represent the application support team on business process related special projects.
• Log all project work, change management tasks, and support interactions in the ticketing system and provide assurance that resolutions are completed timely to meet current SLAs.
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis. Contribute to management reports.
• Other duties as assigned.
• Provides the best service to our customers with innovative and creative solutions.