Sr Analyst - Application Support Engineering

Webster Servicing LLC; Milwaukee (WI); Hybrid; USD 90,000 - 105,000; Full time

Job summary

HSA Bank, a division of Santander Bank N.A., is seeking a Senior Applications Support Engineering Analyst to join our production and staging support teams. You will troubleshoot incidents, communicate root causes to stakeholders, and collaborate across IT, operations, and development to maintain service reliability.

The role requires 5–7 years IT experience and a GED or BA/BS in a related field; salary ranges from $90,000 to $105,000 plus incentive potential; hybrid work environment.

Qualifications

• 5–7 years of IT experience in production environments.
• Experience with internetworking architectures in large scale production data centers.
• Experience in Agile/scrum teams is required.
• BA/BS in a related field preferred; GED required.

Responsibilities

• Troubleshoot issues in production and staging environments and identify root causes.
• Communicate identified issues and root causes to stakeholders.
• Monitor and maintain application-related jobs and performance.
• Participate in Agile scrum ceremonies and grooming sessions.
• Collaborate with IT, operations, and development teams to resolve problems.
• Develop knowledge base articles for the internal team.
• Be available for on-call rotation outside business hours.

Education

H.S. Diploma or GED

BA/BS in related field

Excellent communication

Agile/scrum

Tools

ServiceNow

MS SQL

PowerShell

C#

.NET Core

AWS

Confluence

Jira

Job description

At HSA Bank, a division of Santander Bank N.A., we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors. The Senior Applications Support Engineering Analyst is in the frontline of our applications/services support in production and stage environments. This role has a passion for problem solving and high customer satisfaction will serve you well in the role. This position will utilize your technical skills and people skills to work as a part of team and own individual tasks to fulfill customers' needs in both production and lower environments.

What you will do

• Effectively communicate identified issues and root causes to internal stakeholders both within and outside of the department.
• Become familiar with the organization's operational processes and how they interact and leverage applications.
• Identify issue trends and link them to underlying application bugs, defects, or operational processes, and assist in executing solutions.
• Monitor application-related jobs, processes and performance using available tools, logging databases, and the feedback of internal stakeholders.
• Contribute as a member of an Agile scrum team, pulling in user stories when new issues arise and providing feedback in grooming sessions.
• Work collaboratively within the scrum team, IT department and internal operations teams.
• Continually develop knowledge base articles for the internal team when an application-related knowledge gap is identified.
• Be available and responsive in the team's on-call rotation in the event of production issues after business hours.

Skills and Abilities

• Solid understanding of current/planned system service levels and disaster recovery procedures.
• Proficient in troubleshooting in production environment (i.e. spot errors/exceptions in logging database).
• Experience with ServiceNow and production support process.
• Moderate knowledge working with MS SQL and stored procedures.
• Moderate knowledge working with PowerShell.
• Basic knowledge of C# and .NET Core.
• Experience with AWS environment.
• Familiar with Confluence and Jira.
• Excellent communication skills.

Education Qualifications

• H.S. Diploma or General Education Degree (GED) required
• Bachelor’s Degree in Arts/Sciences (BA/BS) in related field preferred

Experience Qualifications

• 5-7 years of professional IT experience required
• Demonstrated experience with internetworking architectures in a production data center, or supporting a major operating system in a full scale, large volume production environment required
• Worked in Agile/scrum team required

The estimated salary range for this position is $90,000.00 to $105,000.00. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

#LI-FO1 #LI-Hybrid

Santander Holdings USA, Inc. and its subsidiaries (“Santander”) are equal opportunity employers committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.

We partner with our clients to help them achieve meaningful health and wealth outcomes through and beyond lifecycle with personalized, data-rich digital experiences. We help over 3 million individuals and 30,000 employers of all-sized companies, nationwide, maximize their employee benefits. And we work with approximately 6,500 agents, brokers and consultants who serve employers. We continue to challenge the status quo and harness innovation to create value for our customers and clients. We constantly develop new products and services to ensure we meet and exceed evolving health and wealth needs.