Application Support Analyst II (Remote)

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Written by AI from the job title and company, not by First Citizens Bank, so some details may not match this job. The employer's own page has the real description.

Job Overview

As an Application Support Analyst II at First Citizens Bank, you will play a critical role in ensuring the smooth operation of our software applications and systems. Your primary responsibility will be to provide technical support and troubleshooting for various applications, ensuring that issues are resolved efficiently while also collaborating with cross-functional teams to enhance application stability and performance. This remote position requires effective communication skills, keen analytical abilities, and a proactive approach to problem-solving, allowing you to contribute to our mission of delivering exceptional service to our clients.

Job Responsibilities

• Provide tier II support for business applications, diagnosing and resolving software issues in a timely manner.
• Collaborate with development teams to troubleshoot application performance issues and recommend solutions.
• Document technical processes and create user guides to facilitate knowledge sharing and training.
• Analyze application metrics and logs to identify trends and potential areas for improvement.
• Assist in project management activities related to application upgrades and emergency fixes.
• Coordinate with external vendors for application support and maintenance as necessary.
• Participate in on-call support rotations to handle urgent issues outside of regular business hours.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years experience in application support, with a focus on troubleshooting and systems analysis.
• Proficient in SQL and database management systems; familiarity with development languages is a plus.
• Strong analytical and problem-solving skills, with attention to detail.
• Excellent verbal and written communication skills for effective collaboration with technical and non-technical stakeholders.
• Experience with IT service management tools and methodologies (e.g., ITIL) is preferred.
• Ability to work independently and manage multiple tasks in a remote environment.

Technologies & Tools

In this role, you will utilize various technologies and tools to provide application support including SQL databases for data queries, monitoring and logging tools for system performance analysis, and ticketing systems such as ServiceNow for managing support requests. Knowledge of cloud services and application deployment tools may also be required as part of application environments.

Ideal Candidates

The ideal candidate for the Application Support Analyst II position will possess a blend of technical expertise and strong interpersonal skills. You should be someone who thrives in a remote working environment, demonstrating initiative and self-motivation. Your approach to problem-solving should be detail-oriented and methodical, allowing you to tackle complex issues effectively. Furthermore, being a team player who can communicate clearly and work collaboratively across various departments will enhance your success in this role.