Senior Application Support Analyst - Infrastructure (Remote)

This is a remote role that may be hired in several markets across the United States.

The Senior Application Support Analyst is responsible for the support and health of all Direct Bank applications.

Duties include, but are not limited to, monitoring and supporting Direct Bank infrastructure such as load balancers, servers, databases, network, firewall and B2B partner connections working individually or with support from other teams. Performing application updates as supplied by the vendors, updating certificates, validating server and end user patching.

Provide Production Support for Direct Bank applications and responsible for responding to or inputting and updating Service Now tickets, analysis of the issue root cause, managing the incident through resolution, and communicating progress to interested parties. Review and remediate Direct Bank infrastructure vulnerability records as they are reported. Provide system monitoring and event management.

Direct Bank application support will include application code and/or configuration updates that may involve implementation of new software or software features on servers and desktop environments, defining test cases, testing, and roll-out. Provide assistance with release management and building test cases using Azure DevOps.

Provides support for internal procedures including risk governance, audits, access management reviews.

This position will be responsible to provide support for all Direct Bank applications.

• Provide front-line support for consumer banking applications and respond promptly to all reported issues.
• Knowledge and understanding of application IT infrastructures (servers, load balancers, firewalls, etc.) Not build/configure, but understanding with the ability to engage engineers responsible for build/configurations/patching.
• Ability to work in a fast-paced, dynamic workplace. Maintain availability while working on multiple tasks.
• Provide release management assistance in Azure DevOps environment.
• Provide clear and timely communications to management, other IT staff, and business users as appropriate. No external customer contact.
• Strong analytical skills and ability to stay focused on multiple tasks during the resolution of critical errors or outages that may be highly visible within the organization.
• Strong oral and written communication skills while interfacing with internal peers, managers, and vendors.
• Comfortable working with technical and non-technical issues. Aptitude for learning in a technical environment.
• Coordination of planned disaster recovery testing.
• Flexibility with after hours and/or weekend availability if needed on an on-call rotation basis.

Bachelor's Degree and 2 years of experience in Computer Science or Analytics OR High School Diploma or GED and 6 years of experience in Computer Science or Analytics

• Minimum 5 years experience working with consumer banking core applications.
• Strong banking operations knowledge and/or technical skills.
• Understanding of application infrastructure and experience with requesting Windows servers, SQL databases, load balancers, DNS entries, certificates, firewall rules, etc.
• Experience using monitoring tools such as DynaTrace and Splunk
• Managing the remediation of server vulnerabilities
• Experience supporting in-house developed and SaaS hosted applications
• Experience with Azure DevOps, and familiarity with CI/CD Pipelines and release management processes.
• SQL database skills including debugging and writing/running queries.
• Experience with ServiceNow - add/update/resolving tickets. Familiar with CMDB inventory.
• Experience with providing customer service for internal business and technical partners
• Understanding of User Access management including an understanding of applications roles and entitlement relationships.
• Ability to work with cross-functional teams
• High attention to detail
• Adept with all computer systems such as Outlook, Microsoft Word and Excel, and comfortable navigating corporate portals.
• Proactive self-starter with proven ability to quickly learn new applications, processes, and procedures.

If hired in New Jersey, the base pay for this position is generally between $109,800 and $140,100. If hired in California, the base pay for this position is generally between $114,600 and $152,800. If hired in North Carolina, the base pay is generally between $95,500 and $127,300. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

This job posting is expected to remain active for 30 days from the initial posting date listed above. If it is necesary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.