Product Support Manager I

Summary 

The successful candidate will be self-starting and productive while providing and managing service support and delivery for assigned banking applications and systems. The candidate will be comfortable working on and coordinating the efforts of cross-functional teams from various areas and levels of the organization.  The candidate will be comfortable representing the company’s interests with vendors and will perform business and systems analysis on a periodic basis, as well as be responsible for project coordination.  

Responsibilities 

• Supports banking applications, systems and processes, including incident, problem, change, and release management functions.
• Tests and implements application changes and software updates.
• Leads problem management and incident management efforts for high severity incidents.
• Collaborates with business counterparts, IT personnel and vendors to prioritize service requests (projects, enhancements, maintenance, and upgrades).
• Develops business requirements for projects and assigned systems, test plans, comprehensive support plans.
• Assists with disaster recovery plans and testing.
• Provides project coordination for banking applications to ensure schedule, quality and scope objectives are met.
• Ability to work after-hour and some weekends to meet project deadlines, conduct testing, address high priority incidents and problems and/or to monitor system availability.
• Understand, communicate, and instill the Company’s mission, vision, and values (Pillars of Success)
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Working at the worksite during regular business hours and/or assigned hours.
• Other specified duties as assigned. 

Compensation & Benefits  

The Product Support Mgr I position pays a minimum of $60,000.

Full‐time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays

This position will remain open until a qualified applicant is hired.

Skills

• Strong attention to detail and ability to complete work accurately.
• Ability to organize work.
• Strong written and verbal communication skills, required.
• Proficient in Microsoft Office suite of products. 

Education & Experience

• Bachelor’s degree or equivalent experience in accounting, business administration, computer science, or related field, required.
• Must be very familiar with various financial products, services and/or banking operations.
• Familiarity with IT Service Management principles or willingness to learn, preferred.
• Experience with accounting and bank compliance applications, preferred.
• Basic business analysis and project management skills, preferred.

Physical Requirements

The work environment is typical of a standard office or retail banking setting.  The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment.  Reaching may be required involving the ability to move arms in any direction.  Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad.  The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.