Technology Support Specialist

Technology Support II

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Consumer & Community Banking, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 7-10 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Hands on experience in business analysis, testing, or project management within Information Technology.
• ITIL certification or strong knowledge of ITIL terminology and service lifecycle practices.
• Experience on ITIL Change Management and SNOW (ServiceNow) is strongly desirable
• Exceptional verbal and written communication skills, with the ability to effectively engage both Senior Management and Change Management system users.
• Demonstrated interpersonal skills and a proven ability to collaborate within teams and across organizational boundaries.
• Strong problem-solving abilities, including root cause analysis.
• Advanced analytical and decision-making skills.
• Excellent organizational and time management capabilities.
• Experience in developing and presenting departmental reports.
• Proficiency in Microsoft Office applications.
• Experience with ServiceNow is preferred.

 

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting

Experience Level

Senior Level