Application Support Representative
- Monitors and ensures GOODNIGHT and Back-Ups finish to completion, in addition to the System Date update for all clients (including AutoBatch, JSW and RSJ jobs).
- Responds to and resolves after-hours support calls during online hours and primary on-call rotations, or directs them to the appropriate team for resolution as needed.
- Corrects Symitar errors such as: Fatal Errors, RDCPOST – Duplicate Trigger Entry, offline / online failed / BATCHHOSTCONTROL, Restart Logging Failed, Report Directory Full, Disk Error or Full, NTMC Alerts, etc.
- Responsible for Peer Review and Move to Live SDLC steps for Symitar programming requests.
- Monitors and troubleshoots any failed File Transfer Automation (FTA) files sent or received to ensure they are transmitted for our clients as scheduled.
- Responsible for all Symitar core system operational requests such as: SYM refreshes/deletions, restarts, print queues, multi-host failover tasks, recovery tasks, GN job modifications, etc.
- Records, tracks, and documents nightly issues and any action taken or outstanding items to ensure support turnover is successful for final resolution.
- Tests fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved. Communicates resolutions to appropriate stakeholders, including management and co-workers.
- Follows ACH file processing procedures and performs DRC tests.
- Assists in Symitar core system application upgrades, including all service packs and semi-annual major releases both internally and with clients.
- Assists AIX team with Symitar daily maintenance to ensure system is running efficiently.
- Assists Software Services, Implementations and the Conversion Teams with operational requests.
- Researches ARCU, Synergy and Verafin reported issues, and assists with resubmitting files.
- Provides deconversion support as needed.
- Performs SymXchange configuration setup as required.
- Responsible for working with other departments to ensure work is flowing effectively and timely throughout the organization.
- Keeps management team informed of progress towards established objectives and any significant challenges.
- Completes required reports and records.
- Attends and participates in meetings and committees as required.
- Keeps work area clean, secure, and well maintained.
- Completes special projects as assigned.
- Embraces all other duties as assigned.
- High school graduate or equivalent.
- Two (2) years of college training in Business, Computer Science, or a related field, or an equivalent amount of experience in operations and practices.
- One (1) or more years of experience in financial institution core processing.
- One (1) or more years of experience with the Symitar core system.
- One (1) year of related programming experience.
- Experience managing multiple projects at once.
- Knowledge of financial industry.
- Extensive knowledge of the Symitar core system.
- Knowledge of software applications.
- Understanding of related programming languages and procedures.
- Strong analytical skills.
- Strong written and verbal communication skills.
- Solid business acumen, management, and problem-solving skills.
- Strong computer skills, especially Microsoft Office suite (Word, Excel, PowerPoint, etc.).
- Effective time management, organizational, and project management skills.
- Work schedule: Wednesday through Sunday 9:00 am – 6:00 pm EST. Note: This position is eligible for a hybrid work arrangement, per the current guidelines. Employee will work remotely on Saturday and Sunday but will be required to work in-office a minimum of 5 days per month to be split amongst the employees scheduled Wednesday through Friday shifts.
- Additional hours, including Saturday/Sunday support, as required.
- No hazardous or significantly unpleasant conditions (such as in a typical office).
- Occasional travel overnight for training and conferences.
- Long duration of computer workstation usage.
- On-call responsibilities, available 24/7 via phone or pager.
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