The Client Service & Application Support Analyst will investigate, diagnose and resolve issues originating from software applications. Other duties include participation in software releases, coordination with IT Operations to manage maintenance outages, and to manage unexpected production software/infrastructure incidents. This individual will serve a critical role within the Enterprise as the technical liaison between the software development teams, customers, and other internal technology teams.
WHAT YOU'LL BRING
Primary point of contact and escalation for production related issues and requests for clients.
Evaluates and analyzes client production issues to identify themes and recommends future process improvement and client satisfaction.
Support the use of software applications utilized across the Enterprise
Investigate, diagnose and resolve issues within software applications
Define and document technical, operational and support processes
Develop and maintain troubleshooting/how-to documents to enable other team members to share responsibilities/avoid knowledge silos
Monitor and analyze the performance of applications and/or programs after implementation
Develop and execute SQL/other scripts of varying complexity to solve business problems, as required
Clearly communicate technical information to both internal and external stakeholders, both verbally and in writing
Reduce escalation into the software development teams by solving problems
Participate in an On-Call rotation
Occasionally work after-hours/weekends to support the needs of the technology organization
Understanding of software architecture (i.e., components, relationships, constraints)
Excellent problem diagnosis skills (i.e., discovery, replication, troubleshooting, resolution, verification, communication and/or escalation)
Demonstrates ability to multi-task and meet assigned deadlines within a rapidly changing environment
Highly organized with the ability to plan and execute small-to-large projects required
Demonstrated ability to work independently to solve business/technology problems
Ability to develop an in-depth knowledge of company products, procedures, applications, etc.
Ability to work directly with customers, customer technology teams, internal teams, and business partners to resolve issues
WHY IT MATTERS
This role will ensure that our existing clients get the service and support needed to retain their business. It will also position the company for future growth opportunities from both our existing clients as well as new ones.
EDUCATION & TRAINING
Degree in Computer Science/equivalent experience preferred
Minimum 1-year experience supporting both web and Windows applications required
2+ years in writing SQL required
2+ years developing and maintaining SQL scripts required
Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors.
Internal Number: CLIEN03029
As of June 30, 2019, First Busey Corporation (Nasdaq: BUSE) was a $9.61 billion financial holding company headquartered in Champaign, Illinois.
Busey Bank, a wholly-owned bank subsidiary with total assets of $7.66 billion as of June 30, 2019, is headquartered in Champaign, Illinois and has 44 banking centers serving Illinois, 13 banking centers in the St. Louis, Missouri metropolitan area, five banking centers serving southwest Florida and a banking center in Indianapolis, Indiana. Through the Busey Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $7.47 billion. Busey Bank owns a retail payment processing subsidiary, FirsTech, Inc., which processes approximately 28 million transactions per year using online bill payment, lockbox processing and walk-in payments at its 4,000 agent locations in 43 states. More information about FirsTech, Inc. can be found at firstechpayments.com.
Busey Bank was named among Forbes' 2019 Best-In-State Banks—one of five in Illinois and 173 from across the country, equivalent to 2.8% of all banks. ...Best-In-State Banks are awarded for exceptional customer experiences as determined by a survey sample of 25,000+ banking customers who rated banks on trust, terms and conditions, branch services, digital services and financial advice.
TheBANK of Edwardsville, a wholly-owned bank subsidiary of the Company with total assets of $1.95 billion as of June 30, 2019, is headquartered in Edwardsville, Illinois and has 19 banking centers. Through TheBANK of Edwardsville Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $1.50 billion.
For more information about us, visit busey.com and 4thebank.com.