At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.
Associated Bank requires you to directly represent yourself and your own experiences during the recruiting and hiring process.
This position is not eligible for Visa sponsorship.Candidates located in Wisconsin, Illinois, and Minnesota are strongly preferred.
The Support Engineer-Tier 2 has overall responsibility of the application portfolio integrity and delivery of support. Tier 2 support framework and organization structure to provide application support resources, incident management support and environmental support for the application catalog. Reduce the volume of incoming incidents and requests being handled by Tier 3 and engineering teams. Deploy and manage Tier 2 support managed services utilizing best practices. Identify and recommend areas for continuous improvement associated with incident resolution and service to optimize efficiency and performance of the Tier 2 support function. Develop program measures and metrics to effectively monitor program performance and identify service enhancement opportunities. Tier 2 will establish and balance SLAs and KPIs, Process standardization, Analyze performance, CSAT and efficiency data, Create and maintain detailed knowledge management and documentation, Establish integrated incident and problem management.
This person will:
• Handle Tier 2 tickets escalated from internal Tier 1 teams.
• Engagement with operations groups, Providing Queue Management for incidents and service requests.
• Service Level Life Cycle management tracking and managing tickets from inception to completion.
• Identify area of expansion for the Tier 2 support team into areas such as advanced monitoring, automation and service management.
• Knowledge of modern ITSM tools and support methodologies.
• Conduct routine log review to proactively identify issues.
• Support release coordination and alerts leadership to potential issues.
• Identify service improvement opportunities.
• Demonstrate continued partnership with teams across the organization to ensure problem resolution.
• Provide feedback to other support groups on opportunities for improvements and enhancements.
• Integrate Tier 2 support functions with new products and applications.
• Enhance existing solid governance and practice model around application service delivery.
• Familiarity, desire to expand into scripting, coding and certificate management.
Education
Bachelor's Degree or equivalent combination of education and experience Information Technology Required
Bachelor's Degree or equivalent combination of education and experience Computer Science Required
Experience
2-4 years Information Technology Required
In addition to core traditional benefits, we take pride in offering benefits for every stage of life.
Retirement savings including both 401(k) and Pension plans.
Paid time off to volunteer in your community.
Opportunities to connect with others through our diversity-focused Colleague Resource Groups.
Competitive salaries with professional development and advancement opportunities.
Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.
Personal banking, loan, investment and insurance benefits.
Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success. See why our colleagues continually vote us a best place to work in the Midwest. Join our community on Facebook, LinkedIn and X.
Compliance Statement
Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.
Responsible to report ethical concerns as needed to Associated Bank’s anonymous Ethics Hotline.
Associated Bank provides additional assistance throughout the application, interview and hiring process. Please contact [email protected] if you need an accommodation at any time during the process.
Associated Banc-Corp is an Affirmative Action and Equal Opportunity Employer. Associated Banc-Corp participates in the E-Verify Program. E-Verify Notice English or Spanish. Know Your Right to Work English or Spanish.
Associated Bank is Pay Transparency compliant.
The pay range represents anticipated base pay for this role. Actual pay may vary based on factors including, but not limited to, work location, skills, experience, education, and qualifications for the role.
$68,320.00 - $117,120.00 per yearSimilar Jobs
What We Do
Associated Banc-Corp (NYSE: ASB) has total assets of $34 billion and is Wisconsin’s largest bank holding company. Headquartered in Green Bay, Wisconsin, Associated is a leading Midwest banking franchise, offering a full range of financial products and services from more than 220 banking locations serving more than 120 communities throughout Wisconsin, Illinois and Minnesota, and commercial financial services in Indiana, Michigan, Missouri, Ohio and Texas.
