Function:Support and maintain assigned Bank applications, including business unit applications, loan origination software, core banking ancillary applications, infrastructure and shared applications, and associated application monitoring and management systems. This position is responsible for ensuring applications are:• Proactively managed for performance, security, and system health• Aligned to the Bank’s lifecycle standards and policies• Installed and secured in accordance with bank policyA system administrator is expected to have a strong working knowledge of assigned applications, their maintenance and troubleshooting. Individuals in this role can be utilized in a general sense supporting all business lines, while some system administrators will have/develop a primary focus area supporting a specific business line. This may require that they maintain working knowledge of current and prospective financial industry regulations, and compliance requirements.An individual in the Senior role will require a demonstrated ability to work harmoniously with teams and business lines throughout the Bank, as well as function independently, in a productive and thoughtful manner. Additionally, those in a senior role will have excellent time management skills and ability to prioritize their work. This position is expected to act as a role model for team members in all aspects of daily work, by educating less-experienced team members and leading by example. A senior-level administrator also has a working knowledge of creating reports using Bank supported reporting tools and creating database queries. A Principal-level administrator maintains an expert level of knowledge within supported applications and very deep Bank and industry knowledge. Additionally, they are expected to provide leadership and mentoring to other System Administration team members. This role additionally takes a proactive approach to continue their education and maintain an expert level working knowledge. Persons in this position are considered the most senior of IT staff, and as such will be expected to take primary responsibility for several major applications and secondary responsibility for additional applications and may act as a backup for management in several capacities including but not limited to; training, coaching and mentoring fellow employees. An individual in this role has an overall understanding of how bank teams, systems and applications work together to meet customer needs and is able to bridge the gap between these.Accountabilities:
- Respond to application support requests for Bank applications
- Analyze and troubleshoot application problems and escalate to appropriate resources
- Provide routine daily application support and maintenance to supported systems including monitoring, file transfers and cleanup activities
- Develop and maintain knowledge of Bank systems and software, and of the capabilities of those systems and applications. At the Senior level, develop and maintain deep knowledge of Bank systems. At the Principal level, develop and maintain deep knowledge of multiple Bank systems and deep industry knowledge.
- Set up new users accounts and profiles for supported applications
- Upgrade, update, patch, configure and test all relevant systems and software as needed, ensuring optimal performance and a high degree of system uptime and availability
- Coordinate production outages both planned and unplanned with internal stakeholders, internal experts and 3rd party vendors
- Follow all change management processes and protocols related to relevant systems
- Work with vendors to ensure proper attention is given to issues. Act as an escalation channel when issues aren’t resolved in a timely manner. At the Principal level, act as an escalation channel for other team members and closely work to maintain vendor relationships.
- Create reports using Bank-supported reporting tools, at the Principal level able to create complex reports
- At the Senior level, create database queries for user inquiries and application support, at the Principal level able to create complex database queries
- Create and maintain accurate diagrams and documentation of supported systems and applications
- Provide updates and communications to users, management, and IT team members on issues involving supported applications. At the Senior level, communicate to IT leadership, at the Principal level, communicate to Bank leadership.
- Provide technical assistance by responding to technical questions from users and assist other technical support staff as required. At the Senior level, proactively approach technical support to improve application quality. At the Principal level, work with other System Administrators and business line leaders to improve applications and implement new applications.
- Support data security administration and the Bank’s Information Security Program to ensure optimum security, integrity and confidentiality of data
systems at all times
- Perform additional duties as requested, including after-hours coverage
Business Partner Relations:
- Coordinate tasks/activities with business partners as appropriate
Compliance and Control:
- Assist in ensuring that the Bank complies with local, state and federal regulations
- Adhere to applicable Bank policies, processes and procedures
- Operate within the change control framework as it pertains to IT operations
- Adhere to IT ticket procedures by ensuring all active work has a ticket associated which is updated frequently
General:
- Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
- Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
- Performs additional duties as requested.
Competencies:
- Analytical – Observe processes and trends. At the senior role, make recommendations for process changes that help achieve departmental and individual goals. At the Principal role, proactively make strategic recommendations and work with business line leaders to implement them
- Initiative – Take independent action, operates as a pro-active self-starter, acts on opportunities, practices self-development. At the Senior role, proactively works to cross train others on the team. At the Principal role, actively mentors fellow associates and assists with their development
- Adaptability/Flexibility – Adapt to change, be open to new ideas, take on new challenges, handle pressure, adjust plans to meet changing needs. At the Senior role, drive change and promote new ideas. At the Principal role, work with the team to adopt change, help prioritize tasks and take on complex challenges
- Integrity/Ethics – Deal with others in a straightforward, honest manner, be accountable for actions, maintain confidentiality, support company values, convey news good or bad
- Interpersonal Skills – Have good active listening skills, negotiation techniques. At the Senior role, have presentation skills and be able to convey ideas to a large and varied audience. At the Principal, level will be able to help leadership convey new ideas and processes to bank leadership
- Vision/Values – Support company mission/values through daily actions and decisions, communicate the Bank’s vision, mission and values to others, incorporate vision when planning
- Organizational – Have strong organization system. Utilize system for improvement/advancement of goals
Knowledge/Skills/Experience Requirements:
·High school diploma or equivalent required; four-year college degree or equivalent work experience required; business or military experience preferred
- IT Project Management experience preferred at the Senior level, required at the Principal level
- Experience with the following technologies: Microsoft SQL Server; IBM Cognos BI; Interacting with virtual server and desktop technologies; XML and related markup languages; Automation and workflow systems
- Ensure API functionality and reliability through regular testing and troubleshooting. At advanced levels design, and develop API interfaces.
- Database knowledge and ability to write complex Microsoft SQL queries is preferred.
- Experience with the Jack Henry and supported line of business suite of products preferred at the Senior level, expert level experience required at the Principal level
- Documentation skills, to include proficiency with MS-Word, MS-Excel and MS-Visio
- Experience with 3rd party vendor relationships
Physical Demands/Conditions Requirements:
- General office environment
- Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required
Equipment Used:
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of reasonable accommodations to be determined by management on an individual basis