IT Applications Analyst

Basic Qualifications

Education/Training: Bachelor's degree or equivalent experience in relevant field required. Self-motivated, ability to prioritize, meet deadlines, manage changing priorities. Excellent oral and written communication skills. Strong analytical and problem-solving skills, excellent attention to detail. Excellent customer service skills and ability to build and maintain relationships with internal partners required. Ability to review regulatory requirements and align with department policy and procedure. Ability to effectively communicate with Management and Bank personnel.  

Skill(s): Clearly communicates; advanced reading, writing, grammar, and mathematics skills; advanced interpersonal relations and communicative skills; advanced technical and computer skills; knowledge of project management disciplines. 

Experience: 1 or more years of experience with application architecture and software support preferred.

General Responsibilities

Acts as the technical liaison for all technology for the assigned business lines. Partners with business line to address business and technology needs and/or deficiencies involving process, products or technology. 

Essential Duties

1. Build strong relationships with internal partners (such as Core Technology, Risk, Strategy, Product Management, Reporting and Analytics).
2. Develop use cases and technical solutions to complete to meet business and application needs.
3. Perform application configuration and maintenance to support business as usual application needs.
4. Subject matter expert on systems to assist with application upgrades, releases and enhancements.
5. Support business line by investigating operations-related problems/inquiries and recommend, facilitate and implement solutions.
6. Assist with vendor management activities with assigned vendors for the applications owned / supported including, but not limited to upgrades, enhancements, implementations, customer impacts, vendor oversight and management.
7. Provide phone and electronic ticket support (Mostly technical, but also some operational) for our primary end users, this includes on site as well as remote employees.
8. Provide administrative services including managing the Help Desk Ticket system and projects/tasks in given system and creating various documentation, including standard operating procedures.
9. Create reports as necessary to support assign business lines.
10. Perform project coordination efforts for technology related to assign business lines.
11. Communicating via the ticket system, emails, phones, and meetings; to assist users and relay ticket and/or project statuses.
12. Remote support can and does including fielding calls on some weekend days & holidays while not onsite.
13. Attend meetings with business lines as the information technology representative.
14. Creates help desk tickets and provides solutions and advice on technical issues.
15. Create standard operating procedures for assigned technologies per department standards.
16. Departmental Policy and Procedure Administrative Responsibilities:

           a. Works with Technology team leadership to gather general project information and identify deliverables and timelines.

           b. Works with identified business/process owners to analyze requirements and processes related to Information Technology policy and procedures.

           c. Creates standards, writes, collects, and edits policies and procedures documentation for Information Technology.

           d. Coordinates and communicates with IT process owners to ensure documentation is reflective of accurate processes and controls.

           e. Coordinates and communicates with Risk Management/compliance associates within the Bank to ensure all documents are in compliance with federal, state, local, and agency rules and regulations.

           f. Understands IT operational concepts and translates them into writing.

           g. Initiates and manages documentation approval process, driving documentation through IT senior management, and subject matter experts for approval.

           h. Escalates roadblocks to Management for resolution.

           i. Maintains detailed audit trail and proper recordkeeping of approvals for archive and audit purposes.

           j. Maintains a project tracking mechanism for management reporting.

          k. Provides exceptional customer service.

          l. Participates in a rotating coverage for Saturday mornings and is part of the weekend on call rotation.

Ancillary Duties

     1. Performs tasks that are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

     Support Center

     1055 Texas Palmyra Highway

      Honesdale, PA

      Various outside locations

Equipment/Machines

     1. PC/Laptop with Camera & Microphone

     2. Multi-function Device (MFD): print, copy, fax, scan

     3. Various computer networking tools and equipment

     4. Printers

     5. Telephone

     6. Automobile