Applications Systems Analyst at Empower Federal Credit Union in Syracuse, New York

Job Description:

Role: As a member of the Application Support team, the Application Systems Analyst will provide customer service, technical troubleshooting and resolution of issues to internal and external parties. The position will collaborate with various IT teams to address complex issues and requests as related to major and minor applications and systems. Additional responsibilities include testing, training, application and system configuration, administration, and maintenance. Deliver support to end users of Empower Federal Credit Union regarding the use of various types of software programs efficiently and effectively to fulfill business objectives.
 

Essential Functions & Responsibilities:
25% Resolve complex application and system integration issues, working with other IT groups (Support Services, Network Services, Information Security, and Application Development/BI). Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. Record, track, and document the problem-solving process, including all successful and unsuccessful actions taken to final resolution.
25% Support, administer, maintain and enhance major applications. Ensure applications are running at optimal performance. Perform preventative maintenance, including the installation of service packs, patches, hot fixes, etc. Identify new and improved ways of using applications and new features and functionality. Install and upgrade new and improved software, implement file backups, and configure systems and applications to meet business needs. Identify and communicate risks associated with applications. Assist in conversions, mergers and new software initiatives. Communicate application changes to users.
15% Serve as primary contact with vendors. Act as a liaison between vendors and Empower FCU staff, including IT and business units. Advocate in the best interest of Empower to vendor. Follow up on service requests placed with vendor. Maintain issue lists, defect lists and enhancement request lists.
15% Provide second level application support to the help desk as needed and first level help desk support as assigned.
15% Take a lead role in testing to include: requirements gathering and identification, development of test plans, coordination and scheduling of unit testing (involving business units), documenting test results, facilitate prioritization of failed test cases, communication to users, vendors and stakeholders of test results and priority of resolutions.
5% Conduct research into potential software application products and services. Recommend solutions and products.

Knowledge and Skills:
Experience: Three years to five years of IT experience.

Experience with software support, technical project management, interdepartmental coordination and documentation. Experience with financial institution applications is a plus. Experience with a formal change management system is a plus.

Education: Equivalent to a college degree (BS or BA in a relevant field).
 

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills:

1. Proven experience with troubleshooting principles and issue resolution techniques.
2. In-depth, hands-on knowledge of and experience with enterprise and desktop applications: including Microsoft office.
3. Working knowledge of Networking, Active Directory, and Server Operating Systems, a plus.
4. Must be detail oriented.
5. Knowledge of trends in technology relating to software applications.
6. Highly self motivated and directed.
7. Ability to effectively prioritize and execute tasks in a high pressure environment.
8. Ability to absorb new ideas and concepts quickly.
9. Very strong member service orientation.
10. Excellent written, oral, and interpersonal skills.
11. Able to develop and interpret technical documentation.
12. Ability to present ideas in business-friendly and user-friendly language for aide in troubleshooting and training of vendor information.
13. Experience working in a team-oriented, collaborative environment.

Physical Requirements

Extended working hours may be required. Periodic travel between branches and travel to conferences and seminars which may be out of town.
 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran. 

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