IT Application Support Analyst

Job Description and Requirements

Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Application Support Analyst to join our amazing IT Application Support team!

IT Application Support Analyst will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.

All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas.

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).
• Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment.

Working under the general supervision of the IT Application Support Manager and Team Lead, the Application Support Analyst works in cooperation with internal IT teams and vendor support teams to quickly and effectively resolve system problems or any incident that is disrupting the application service that business users depend on. This position also supports various systems implementations and configuration as necessary. The IT Application Support Analyst exhibits creativity in issue resolution and takes initiative to make recommendations for system or process improvement.

Essential Functions and Responsibilities:

• Respond to user requests for information regarding various processing systems
• Resolve user issues by troubleshooting software applications
• Monitor the status of incidents and service requests including vendor trouble tickets as needed
• Communicate with internal IT teams or vendor Client Care teams to resolve escalated user issues
• Assist with and make recommendations for data cleanup in cooperation with the business units
• Assist with routine system configuration updates
• Create, execute, and document outcomes of test cases related to planned system updates and error resolutions for various line of business applications
• Create and maintain documentation related to complex issue resolution, standard procedure updates, production releases, and assigned minor improvement projects
• Assist the Business Analyst team and other IT groups in research and testing as needed
• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)

Requirements:

• High School Diploma or GED
• Minimum of three years of job-related experience
• Minimum of one year experience as a trainer or other knowledge/troubleshooting resource
• One year of experience as technical (hardware or software) SME
• One year of experience with Banking / Credit Union Institution Software Applications
• Available to work off-hours or weekend support as needed

Skills / Certification / Licensing:

• Deep understanding of operating systems, databases, network, and software applications
• Strong analytical and problem-solving skills, ability to break down complex problems quickly
• Demonstrated ability to self-manage deadlines with changing priorities
• Demonstrated ability to work effectively with cross-functional teams
• Excellent written and oral communication skills

Preferred:

• Associate’s degree in computer information system or business management

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.