Digital Applications Support Analyst, AT ID-13502
Apple Bank is seeking a Digital Applications Support Analyst to join our IT Division to provide technical support on the Bank’s EFT platforms and applications, including debit card processing channels with Visa/FIS CMS platform and the Bank’s ATM fleet. The individual in this position will act as the liaison between the Bank’s various EFT operations lines of business and our service providers, allowing for the deliverance of exceptional service to our customers.
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ESSENTIAL DUTIES & RESPONSIBILITIES
- Assist EFT Manager in providing day-to-day support on the EFT debit card platform including Visa card processing/terminal driving, as well as FIS’s CMS platform.
- Provide day-to-day technical assistance in a liaison role between the Bank’s service vendor providers – Visa & FIS’s Card Base Team, and our Digital Banking EFT Operations Unit as directed by the EFT Manager
- Create tickets against vendors for EFT issues and work with other peer IT departments including Core, Help Desk, Network/Telecom and Infrastructure to rapidly resolve them; communicate and escalate issues to the Manager as needed.
- Support Manager on the implementation projects that that include new or enhanced EFT platforms and associated software applications.
- Oversee vendor’s changes & releases to the production platform effectively; perform system setup for EFT business line as needed.
- Remain current on technology architecture and various systems components for EFT platforms, including interfaces and dataflow to other vendor components, as well as to Core.
- Evaluate technology & architecture deliverables for current and new technology.
- Help maintain knowledge base including architecture, configuration and other software artifacts including but not limited to release notes.
- Alert and escalate any vendor support issues to senior management and work to identify problems and improve application support service levels
- Support EFT Manager in departmental audits, IT risk examination and external regulatory exams; execute corrective action (if needed) in a timely manner.
- Maintain the confidentiality of the Bank’s customers.
- Perform other duties as requested.
SKILLS, EDUCATION, & EXPERIENCE
- Bachelor’s degree in Technology/Computer Science preferred.
- 3 + years of experience in Technology Support required.
- Knowledge of Card processing, terminal driving, and ATM ecosystem is a must.
- Core banking knowledge and interfaces helpful.
- Familiarity with FIS IBS Core banking, FIS Card base CMSe preferred.
- Demonstrated experience with Visa debit card system and associated interfaces between FIS and Visa including AP (authorization processing) files a plus.
- Familiarity with ISO 8583 messaging protocol preferred.
- Knowledge of ATM ecosystem will be a distinct advantage.
- Must have knowledge of regulatory policies including BSA/AML, privacy, and PCI compliance amongst others.
- Must be familiar with applicable regulatory policies for cards including PCI compliance.
- Experience in resolving and working through escalated and complex customer issues.
- Solid problem-solving skills.
- Excellent interpersonal communication (verbal + written) skills
- Ability to operate in a fast-paced and ever-changing environment.
- Ability to identify service opportunities and provide exceptional satisfaction to internal customers.
- Superior Microsoft Office skills including presentation skills.
Visa sponsorship not available.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.
