IT Application Support Manager

Location: Live Oak, TX
Date Posted: 12-10-2018
Job Description and Requirements
The Manager of Application Support manages the Business Analysis and Application Support Teams to ensure  business units are provided exceptional end-user support for the various third party software utilized by the company. Additionally, this individual manages the business analysis efforts associated with system/product updates, application maintenance, and custom software development requests from the business units.
Essential Functions & Responsibilities:
• Manage Business Analysis and Application Support Teams to ensure a high level of performance and end-user  satisfaction
• Manage objectives and scope for assigned projects
• Manage collaboration with internal company customers, users, staff members, and I.T. colleagues to determine customer requirements and system interfaces, while assessing available technologies to develop and present information technology solutions
• Help manage relationships with core processing vendor, other third party vendors and support teams
• Monitor and manage vendor communications for information regarding upcoming system releases, updates, and fixes, as well as communicate these opportunities to the appropriate business units  
• Coordinate with IT Project Manager to schedule software upgrades/installs
• Monitor and manage vendor Service Level Agreements (SLAs) to ensure compliance
• Ensure quality assurance testing is performed for external custom solutions and internal development projects
• Participate in solution review meetings
• Provide guidance, analysis and process expertise to team members and business units as needed
• Manage and respond to escalated user trouble tickets and facilitate quick and efficient resolution to user issues
• Manage business requests for system changes related to product configuration, user permissions, and system processing variables 
• Assist team members with complex or high-impact core system updates such as product configuration, user permissions, and system processing variables after the appropriate testing and approvals
• Mentor team members
• Some College/Associate's Degree:
• Minimum of five years experience with Banking / Credit Union Software Applications
• Minimum of two years experience with Fiserv DNA Core Banking Platform
• Minimum of three years supervisory/management experience
• Strong management, presentation and communication skills
• Strong analytical and problem solving skills, ability to break down complex problems quickly
• Ability to meet and set deadlines with changing priorities
• General understanding of relational database concepts 
• Proficient with Microsoft Office software
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