Application Support Specialist

As an Application Support Specialist, you will report to the Senior Manager of the Service Desk and Support team. In this role, you will ensure the smooth functioning of software applications such as on-line banking and mobile banking by providing technical assistance to users, and contributing to the overall success of our technology solutions.

• Provide timely and effective technical support to end-users experiencing issues with our software applications. Experience with Symitar Synapsis a plus.
• Diagnose and troubleshoot application-related problems, offering clear explanations and step-by-step guidance to resolve issues.
• Act as the Subject Matter Expert (SME) for of Application SME. (Web & Mobile banking applications)
• Collaborate closely with other teams such as development and quality assurance teams to identify, reproduce, and report software defects and enhancements.
• Utilize ticketing systems to log and track support requests, ensuring accurate documentation of issues and resolutions.
• Communicate with users to gather detailed information about problems and assist in resolving user concerns.
• Monitor application performance, identify trends, and proactively address potential issues to prevent disruptions.
• Capacity management & preventative maintenance.
• Assist in the testing and validation of new software releases and updates before deployment.
• Create and maintain knowledge base articles, FAQs, and user guides to empower users with self-help resources.
• Participate in on-call rotations to provide after-hours support.
• Contribute to continuous improvement efforts by providing feedback on application usability and user experience.

As a thank you for joining our team, you’ll benefit from: 

• Competitive medical, dental, and free vision benefits
• Paid parental leave
• Competitive compensation plan
• Gym memberships discounts
• Generous PTO and banking holidays off 
• Tuition reimbursement
• 401k with immediate employer match and vesting

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.