Application Support Analyst II

First Citizens Bank; Town of Texas, Houston (WI, TX); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading bank is seeking a remote Application Support Specialist to be the primary contact for application requests and incidents. This role involves providing technical support, troubleshooting issues, and ensuring customer satisfaction. The ideal candidate will have a Bachelor's degree in Computer Science or Analytics, or a High School Diploma with significant experience. Strong communication and analytical skills are essential, along with familiarity in SQL and application technologies. Join us to enhance our customer service and application functionality.

Qualifications

• 1 year experience in Computer Science or Analytics with Bachelor's Degree.
• 5 years experience in Computer Science or Analytics with High School Diploma.

Responsibilities

• Serves as primary contact for application requests and incidents.
• Provides application support and investigates data discrepancies.
• Monitors application performance and performs root cause analysis.

Skills

Communication

Problem Solving

Analytical Skills

Education

Bachelor's Degree in Computer Science or Analytics

High School Diploma or GED

Tools

SQL

.NET

Salesforce

Azure DevOps

Job description

Overview

This is a remote role that may only be hired in the following locations: NC, FL, NH, AZ, TX.

This position serves as the primary point of contact for all incoming application requests, incidents, or problems within the scope of the department. Responsible for providing application support to business users while maintaining a high level of customer satisfaction. Documents all required fields for incident or issue tracking and adheres to the Bank's standards for ticket entry, incident resolution, and problem management escalation procedures. Serves as escalation point for more junior associates, trains and mentors junior associates.

Responsibilities

1. Issue Resolution - serves as primary point of contact for incoming requests, incidents, or problems for applications. Escalates issues as appropriate.
2. Application Support - provides support to business users including investigating data discrepancies, reviewing application errors, troubleshooting integration points from upstream and downstream systems, and interacting with vendors when required. Manages and resolves technical issues while providing excellent customer service.
3. Business Analysis - monitors application performance and proactively identifies issues. Performs root cause analysis to identify errors and problematic trends to help determine solutions and improve application functionality. Documents system issues, limitations, and errors.

Qualifications

Bachelor's Degree and 1 year of experience in Computer Science or Analytics OR High School Diploma or GED and 5 years of experience in Computer Science or Analytics.

License or Certification Type: ITIL and Six Sigma certification (Preferred). Skills: Ability to work flexible hours, experience with Windows/Linux Server technologies, familiarity with relational database concepts and experience in SQL.

Preferred:

• Knowledge of .NET and/or Salesforce technologies and platforms
• Experience with Agile/Scrum processes
• Experience with Azure DevOps
• High-level knowledge of Networking and Infrastructure principles
• Understanding of SAST/DAST/Penetration testing principles
• Solid project management experience
• Strong communication skills across technology teams and the business

Benefits are an integral part of total rewards. First Citizens Bank is committed to providing a competitive, thoughtfully designed, and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.