Product Support Manager II

Summary

Provide service support and service delivery of assigned banking applications and systems.   Coordinates the efforts of cross-functional teams made up of business unit, technical staff, and vendors, to accomplish application/product development and support objectives.   Performs business analysts and project management responsibilities for projects related to assigned systems.  Ensures company and Data Center policies and guidelines are followed in the performance of assigned duties.   

Responsibilities

•  Responsible for application support for assigned banking applications and systems, including incident, problem, change, and release management functions.
• Plan, test, and implement application changes and software updates. 
• Lead problem management and incident management efforts for high severity incidents. 
• Coordinate with assigned business units to prioritize service requests (projects, enhancements, maintenance, and upgrades). 
• Coordinate vendor efforts for development and support.   Develop business requirements for projects and assigned systems.  
• Develop test plans for changes to assigned systems.
• Develop comprehensive support plans and DR plans for assigned applications. 
• After-hour and weekend work may be required to meet project deadlines, conduct DR tests, or to address high priority incidents and problems.  
•  Provide project management for banking application and IT projects. 
• Protect all client and bank information confidentially and follow all company policies.
• 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 Manager II position pays a minimum of $75,000.

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

• Basic to advanced project management skills required.
• Strong attention to detail and ability to complete work accurately
• Ability to organize work
• Strong written and verbal communication skills required
• Proficient Microsoft Office suite of productsEducation & Experience

• Bachelor of Science or equivalent experience in accounting, business administration, computer science, or related field required.
• Must be very familiar with financial products and services, and bank operations. Experience with accounting and bank compliance applications preferred. 
• Must have strong interdisciplinary IT skills and be familiar with IT Service Management and Service Delivery principles.
• Experience developing business requirements and business cases desired.
• Several years of progressive experience in the support and development of banking applications.

Physical Requirements (section to be completed by HR)

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.