System Tech Support Analyst - Advanced

SUMMARY: This position provides Application Support for internal users for various mission critical systems / applications. This position is also responsible for daily response to issues related to system functions, report authoring and ongoing rollout of systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Responds to, defines, researches, and resolves customer issues referred by Level one support
• Functions as the liaison between vendors and BankUnited business units.
• Demonstrates excellent oral and written communication skills.
• Provides subject matter expertise and participates in projects related to new and existing applications.
• Follows defined change control process to test and install system patches, upgrades, or features.
• Maintains system files and monitors system configurations to ensure data integrity.
• Reviews, analyzes, and installs application systems in support of the Business lines.
• Consults with users to identify current operating procedures and to clarify objectives.
• Documents and write manuals to describe installation and operating procedures.
• Monitors the ticket flow, re-assigns tasks as needed to keep an even balance of work within the department.
• Communicates and is the focal point for the dissemination of information from management to the team and vice versa.
• Recommends and assists with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the team.
• Troubleshoots areas of poor performance and identifies effective solutions to resolve issues both in the immediate future and for the longer term.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

Bachelor's degree in computer information systems, and/or engineering or equivalent work experience related to application systems may be considered Scrum Master Certification or equivalent required.

EXPERIENCE

• 4 - 6 years of Banking experience supporting applications required.
• 1 years of experience working in Cloud AWS required.
• Minimum 4 - 6 years of computer-related support experience.
• Experience researching and keeping "abreast" of industry technical/ business information security requirements and translating those requirements to the Banks information environment.

CERTIFICATES, LICENSES, REGISTRATIONS

• Six Sigma Green Belt, Certified Scrum Master (CSM), PMI Agile Certified Practitioner (PMI-ACP), and/or ITLM Certified preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong technical and communication skills.
• Customer service skills.
• Vendor management skills.
• Problem solving skills.