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Summary/Objective

At R.I.A. Federal Credit Union, the Senior Application Support Analyst provides advanced technical and functional support for the credit union's application ecosystem, including core banking, digital platforms, lending and deposit systems, payments and card systems, and related business applications. The role serves as a subject matter resource for application configuration, product buildouts, reporting, workflows, integrations, troubleshooting, and issue resolution.

The Senior Application Support Specialist supports and may lead assigned application workstreams for major initiatives, including upgrades, implementations, system enhancements, and merger or conversion activities. The role partners with business units, vendors, and IT teams to maintain reliable application services, improve system use, document support processes, and resolve complex or member-impacting issues.

This is accomplished through:

• Relationships: Building relationships is integral to the success of this role. A R.I.A. Senior Support Specialist must work closely and effectively with individuals in all areas of the organization.
• Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution. A R.I.A. Senior Support Specialist is committed to handling members' data in a manner that is ethical, transparent, and professional.
• Action: A successful Senior Support Specialist is action-oriented and skilled at solving operational issues through investigation and analysis.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

Process Improvement
Collaborate with business unit teams to understand and evaluate existing processes, system use, and operational needs. Apply industry knowledge, research, and experience to identify, recommend, and support implementation of process improvements that enhance application functionality, efficiency, and user experience. Lead or support assigned product buildouts, new-feature implementations, system enhancements, and related testing activities.

Monitor and respond to application support tickets in the internal help desk system in accordance with defined service-level expectations. Document and maintain support procedures, system configurations, workflows, and operational processes. Identify recurring issues and recommend improvements to reduce repeat incidents and strengthen application support.

Application Support
Serve as an escalation point for complex issues involving the credit union's core, digital banking, lending and deposit origination, payments, card, document-management, ancillary, and related business applications, including but not limited to Fiserv DNA, Candescent Digital Banking, MeridianLink, DocuSign, wire services, Prologue, and Card Services.

Review vendor release notes and other product communications to identify new features, functionality, risks, and potential impacts of application updates. Meet with the Application Support Manager and relevant stakeholders to review changes and determine appropriate testing, communication, training, and implementation needs. Develop and maintain test plans, test scripts, and supporting documentation for assigned applications and systems to support user acceptance testing and release readiness.

Collaborate with the training team and business units to help ensure that relevant procedures, job aids, and support documentation are available for new or modified processes. Provide recommendations to team leaders and process owners regarding application functionality, configuration, process changes, and opportunities to improve system use. Provide ongoing support to application end users to diagnose and resolve functional issues.

Configure, maintain, and optimize assigned application settings, integrations, workflows, reporting, and related system features. Assist with application access administration, access requests, and employee onboarding and offboarding activities in accordance with established access-control procedures.

Project Support
Support multiple assigned projects and major initiatives, including merger and conversion activities, application upgrades, implementations, and system enhancements. Coordinate with business units, vendors, project managers, and internal employees to complete assigned tasks, testing, documentation, and implementation activities.

Identify application-related dependencies, risks, and at-risk tasks, and communicate them promptly to the assigned project manager and appropriate stakeholders. Work with the project management team to assess impacts to existing application configurations, workflows, integrations, reporting, access, and support processes, and ensure that relevant documentation is updated as needed. Partner with business units to gather requirements and translate approved requirements into practical system solutions.

Competencies

• Regulatory and Compliance Awareness
• Business Acumen
• Confidentiality
• Financial Acumen
• Respectful
• Collaborative
• Can learn and evolve
• Trustworthy
• Ethical Practice
• Adaptable
• Listens well
• High attention to detail
• Strong written and verbal communication skills; comfortable making presentations
• Takes initiative; problem solves
• Ability to manage multiple priorities
• Works independently
• Relates well to employees at all levels; relationship-builder
• Advanced Troubleshooting and analytical skills
• Decision Making
• Critical Thinking
• Technical Competence

Supervisory Responsibility
No supervisory responsibilities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, completing work using a computer, regularly answers phone calls and interacts with employees at all levels of the organization. The employee will occasionally lift and move up to 25 pounds.

Type/Expected Hours of Work

This is a full-time position. Position is hybrid, with employee required to be on site for critical meetings (as determined by management). Typical hours of work for this position are Monday through Friday, 8:00 a.m. to 5:00 p.m., but may vary based on job-related requirements and project deadlines.

Travel

Less than 10% travel is expected for this position; there may be times branch visits may be required. Job specific conferences, merger related projects and ongoing development may also require overnight travel within the United States.

Required Education and Experience

1. Associates Degree in Information Technology, Business, or related field (preferred), or equivalent experience and/or specialized certifications.
2. 3-5 years of supporting business applications, preferably in a bank or credit union.
3. Experience with Fiserv DNA required.
4. Strong knowledge of a wide range of banking solutions and platforms including core, lending, deposit, digital, payments and cards.
5. Experience with System configuration, integrations, and workflows.
6. Hands-on experience with UAT, system implementations, or project delivery
7. Experience with database-querying tools such as SQL developer preferred
8. Demonstrated critical-thinking, investigative, analytical, and problem-solving skills, including the ability to diagnose complex application and process issues. (required).

EEO Statement

R.I.A. Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment. Our company's success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law. We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.