Location:

324 North Fourth Street

Indiana, Pa 15701

Work Hours: 8:00am - 5:00pm (Additional hours as necessary to meet the objectives of the department)

Function: This position is responsible for the management and administration of multiple bank core systems.  Provides IT liaison support to the bank’s business lines and delivers Tier 2 product and service level support for the bank’s core applications in accordance with the bank’s core values and documented procedures.

Duties and Responsibilities:

Develops, configures, and deploys system changes to core banking applications as documented in procedures.

Collaborates with vendor to implement configuration changes to applications that do not offer authoring capability.

Ensures system releases/updates are reviewed with the affected business lines/stakeholders, execute implementation tasks, validate current and newly released changes, and communicate to the appropriate business lines.

Provides Tier 2 support of managed systems to identify, troubleshoot, resolve, and communicate issues with Managed IT Services, FIS Core, system vendors and end users.  Responsible for coordinating and organizing troubleshooting collaboration calls between key S&T IT and/or business line individuals, FIS MS and system vendors for their managed systems and any ancillary systems. 

Proactivity utilizes all available resources to troubleshoot and resolve issues.  If issue remains unresolved, the individual is expected to escalate matter to Tier 3, Lead or IT Manager, ensuring timely and effective resolution while maintaining clear and concise communication to end users affected.  

Provides guidance to Tier 1 support to troubleshoot and resolve application issues with bank employees and vendors.

Ensures all support requests for managed applications are properly documented in the current IT ticketing system and follow the bank’s support request management procedures.

First thing daily and throughout the course of the day, review assigned tickets to prioritize, adding meticulous notes, managing, and updating due dates to eliminate stale and overdue tickets.

Creates and updates knowledge base articles to assist Bank Employees and FIS Managed Services with application functionality.

Completes a yearly review and updates all “in-house” system related processes/procedures/KBs ensuring accuracy, completeness, and up-to-date information.  Downloads updated vendor provided documentation related to your systems and ancillary systems.  

Receives turnover supporting documentation for new products and services from System Architect team.

Provides IT liaison services to lines of business.

Completes review of managed applications.

Creates and maintain departmental processes and procedures associated with your responsibilities ensuring accuracy, completeness, and up-to-date information.

Train designated backup(s) on all critical aspects of your role, including system configuration, user support, and vendor contacts.  Including hands-on practice, comprehensive documentation, ensuring they are fully equipped to support systems in your absence. 

Cross train and act as backup to assigned systems and responsibilities.

Other duties as assigned.

Maintains a good working relationship with all bank employees.  Works as a team player to contribute to the success of the department and in turn the organization.

Physical Demands

Operates a keypad device:  40% of the day; operates electronic equipment:  25% of the day; operates office equipment:  25% of the day; carries equipment:  10% of the day.  Requires the use of manual dexterity skills for typing and data entry on a frequent basis, up to 60% of the business day. Possess the ability to focus visually at a close distance of 18”-20” for a period of up to 60% of the business day.  Must be able to occasionally lift and/ or move or carry up to 20 lbs.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education

Requires a minimum of a two-year degree or equivalent job experience in a related field.

Experience

Requires two to five general experience and two to five years specialized experience in providing customer support for software systems.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: