Bank Application Support Specialist

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12211885

Position Summary:

Provide Quality Support to FFG and Bank staff members serving as the
single point of contact for all issues/problem resolutions via a
ticketing system for bank related applications. Provide administrative
support for Bank Applications Support System (BASS) applications. Assist
with training of staff as well as training in various products and
updating training materials when needed. Provide report and data
analytics for audit and exam requests. Merger and Acquisition support.
Responsible for participating in the overall development,
implementation, standardization, user communication, and education of
all supported products and services.

Primary Responsibilities:

1. Ticketing system liaison to determine the appropriate group for
issues or problems and transferring the ticket to the appropriate
group or subject matter expert (SME).
2. Provide quality support based on the urgency of the ticket to ensure
Service Level Agreements (SLA) are met. Communicate and implement
the resolution to all banks as applicable and update or create a
solution or FAQs for future issues or problems.
3. Liaison to vendors under the bank supported system applications.
4. New product support to assigned ensure all the appropriate
departments are involved in the process from start to finish. This
includes but is not limited to product set up, product parameters,
ensuring standardization, role set up, etc.
5. Support banks and FFG end-users in use of BASS products with
password resets, change management protocol, disaster recovery, and
identify opportunities of standardization and process improvements.
6. Onboarding and offboarding users for BASS products and update the
Master User Access Report
7. Periodic role and user access review, and role standardization based
on job function.
8. Upgrade and Release Management to include reading and understanding
changes to the systems supported by BASS; Communicating the changes
which will impact the banks daily processes, to include when the
change will take place and when the change is completed; updating
procedures and solutions as applicable;; and post upgrade/release
testing to ensure the application/system is functioning properly.
9. Participate in Annual Disaster Recovery Testing, assist in SLA
review, and assist in updating the SME master directory.
10. Support/assist the bank SME user group.Review and update
standardized procedures and Solution Database on an annual basis.
11. Review Ad hoc reports for standardization and if a new report is
requested add the report for all banks.
12. Provide support for all audit and exam requests and share the
information with all banks.
13. Assist in the set up and training of merger and acquisition banks.
14. Assist Year end activities for all banks

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 with or without notice.