Application Support Eng I
Responsibilities
Monitor, troubleshoot and repair application software issues. Escalate to Senior Support technician as necessary. Uses fact finding techniques and analytic tools to identify problems. Takes a systematic approach to problem solving. Looks beneath the surface to identify root cause. Recognizes the need to escalate problems to a higher level. Delivers the performance that colleagues require. Takes personal ownership for problems-follows through to ensure that solutions meet needs. Effectively documents solutions. Ensures knowledge transfer to work group/project peers.
Perform application upgrades for third party vendor supported software applications. Addresses and resolves routine issues (contact/escalate to vendor through Helpdesk or agreed upon problem resolution methodology). Coordinates activities with Vendor personnel (vendor presentations, site visits, prepare for installations, etc.). Support applications within predetermined and agreed upon Service Level Agreements (SLA’s). Adhere to problem management practices that focus on root cause analysis and prevention of future problems. Adhere to a strict Change Management policy to ensure timely notification, testing and approval for ALL systems and application related changes that impact the environment. Adheres to department policies and procedures. Has input to department policies and procedures.
Work with other Application Support teams to resolve issues that may impact optimal performance of an application. Works within a small or large systems team and contributes independently. Is reliable, dependable, and trustworthy. Understands roles and responsibilities with in the team. Helps to define objectives for the team, working well with CSG teams and external group teams. Enhances team productivity by helping others. Has strong communication skills (verbal and written). Writes clear, audience aware and business-like e-mails, status reports and summaries. Writes clear and concise technical documents.
Qualifications
5 years of IT experience
Strong troubleshooting skills
Strong communication skills
Ability to demonstrate critical thinking
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM
Equal Employment Opportunity
It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
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