Application Support Administrator II

Job Details

Description

SALARY RANGE

$70,000 - $80,000

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

POSITION PURPOSE

The Application Support Administrator II position is responsible for ensuring the assigned systems1 are maintained from an upgrade, patching, and release perspective. This position collaborates with internal and external teams to coordinate, upgrade, oversee, and support multiple software systems1. Monitors systems for new features, coordinates and implements them. Develops and manages system update plan templates including frequency, stakeholders, and other key details. Serves as a subject matter expert for the assigned systems including troubleshooting and researching various system questions and/or issues. Boosts system design by assessing company and clients’ needs and developing actionable steps to improve processes and optimize results. Manages client quotes and assigns tickets to the team for designated systems.1

1This role supports a list of systems that are updated as new products are launched and support for existing products is reevaluated.

DUTIES & RESPONSIBILITIES

• Coordinate, plan, and oversee core system and ancillary application upgrades, including all service packs and semi-annual major releases both internally and with clients.
• Administer systems by adding new users and performing other tasks as assigned.
• Work with impacted department managers to select a load date and set employee schedules.
• Organize and open prep tickets for each event so that activities applicable to that event, such as symhost cleanup, test syms prep, SYSCONSOLELOGs review, are tracked and completed. Organize the opening of ancillary product upgrade tickets and ensure clients are provided with applicable documentation, testing checklists and are signing off on testing application upgrades.
• Participate and oversee as the coordinator during upgrade, patching, and release events.
• Facilitate and ensure all applicable checklists are up to date each maintenance event.
• Compose and send out a logistics email that includes a summary of anticipated activities for the release/service pack/maintenance/upgrades.
• Oversee the scheduling of GOODNIGHT time alterations for clients during release/maintenance windows.
• Keep MDT management updated on maintenance event progress.
• Collaborate with our Training department to provide additional release training opportunities and/or documentation both internally and to clients, if needed.
• Collaborate with our Communications department to ensure that clients are receiving communications on maintenance events. This includes but is not limited to documentation, MSI information, dates/schedules, testing information, etc.
• Work with our Technical Services team to ensure that applicable MSIs are pushed out to all internal workstations for applicable maintenance events.
• Keep Jack Henry and other third-party vendors updated on any release dates for our clients. This includes opening jSource cases for applicable Symitar products1.
• Coordinate with the AIX department manager to plan the annual AIX upgrades. This includes working out a schedule, client communications, checklist updates, and employee scheduling.
• Actively participate in and help facilitate Alpha/Beta testing with Jack Henry and work with clients interested in participating.
• Coordinate application maintenance as assigned to increase efficiency or add value services. This includes but is not limited to archiving, symhost cleanup, and implementing enhanced drivers.
• Document step by step upgrade instructions and processes and publish on internal resource pages (i.e., Wiki). Documents step by setup instructions for the clients to find maintenance documentation and MSI downloads and publish the article. Ensure the documentation is kept up to date.
• Assess company and client needs looking for areas for improvement.
• Acts as a subject matter expert for co-workers and demonstrates expertise in related functions.
• Mentors and/or cross trains other team members.
• Works independently on high complexity project work / major events.
• Consistently delivers high quality work and possess high-level multi-tasking skills.
• Manages client quotes and assigns tickets to the team for designated systems.
• Assists the Application Support department with day-to-day operations when possible. This includes but is not limited to SYM refreshes, Backups, RESTARTs, Archiving, Symitar Batch Files, Consoles, Print Queues, GOODNIGHT processing, JSW, RSJ, etc.
• Develops a strong understanding of client objectives and assesses their business strategies and needs, in relation to their objectives. On-call Level III escalation.
• Assists applicable teams (i.e., Systems Engineering) with Symitar daily maintenance to ensure system is running efficiently.
• Responsible for applying best practice end user experience to new feature support, client support, and internal department support.
• Escalation point for Application Support.
• Responsible for working with other departments to ensure work is flowing effectively and timely throughout the organization.
• Keeps management team informed of progress towards established objectives and any significant challenges.
• Completes required reports and records.
• Attends and participates in meetings and committees as required.
• Acts as a liaison for all assigned systems.
• Keeps work area clean, secure, and well maintained.
• Completes special projects as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS

• Required Bachelor’s degree in computer science or a related field, or an equivalent combination of experience and training.
• Five (5) or more years of experience in financial institution core processing.
• Five (5) or more years of experience with the Symitar core system.
• Experience managing multiple projects at once.
• Two (2) years of related programming experience.

REQUIRED KNOWLEDGE

• Advanced knowledge of the financial industry.
• Advanced knowledge of the Symitar core system.
• Advanced knowledge of software applications.
• Understanding of related programming languages and procedures.

WORKING CONDITIONS

Special

• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Additional hours, including Saturday/Sunday support, as required.
• Occasional travel overnight for training and conferences.
• Long duration of computer workstation usage.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.