First Citizens Bank
Senior Application Support Analyst
First Citizens Bank, Granite Heights, Wisconsin, United States
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Senior Application Support Analyst
role at
First Citizens Bank .
Overview This is a remote role that may be hired in several markets across the United States.
Duties
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.
Reviewing and remediating Direct Bank infrastructure vulnerability records as they are reported.
Providing Production Support for Direct Bank applications, including responding to or updating ServiceNow tickets, analyzing issue root cause, managing incidents through resolution, and communicating progress to stakeholders.
Providing system monitoring and event management.
Supporting internal procedures including risk governance, audits, and access management reviews.
Responsibilities
Issue Resolution – serves as primary point of contact for incoming requests, incidents, or problems for applications. Escalates issues as appropriate.
Application Support – provides support to business users, investigates data discrepancies, reviews application errors, troubleshoots integration points, and interacts with vendors when required. Manages and resolves technical issues while providing excellent customer service.
Business Analysis – monitors application performance and proactively identifies issues. Performs root cause analysis to determine errors and problematic trends to improve application functionality. Documents system issues, limitations, and errors.
Knowledge of application IT infrastructures (servers, load balancers, firewalls, etc.) – understands the infrastructure and can engage engineers responsible for build/configuration/patching.
Ability to work in a fast‑paced, dynamic workplace and maintain availability while handling multiple tasks.
Providing clear and timely communications to management, other IT staff, and business users as appropriate. No external customer contacts.
Strong analytical and problem‑solving skills, with focus on 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 on an on‑call rotation basis.
Qualifications 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.
Preferred Experience
Experience with application/production support and incident management in the banking domain.
Experience with FIS applications such as IBS Insights.
Certified in ITIL and Six Sigma certifications.
Required Skills
Knowledge 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, and building automated alerts.
Managing remediation of reported server vulnerabilities.
SQL database skills, including debugging and writing/running queries.
Banking operations knowledge and/or technical skills is a plus.
Experience supporting both in‑house developed and SaaS hosted applications.
Experience with ServiceNow—adding, updating, and resolving tickets; familiarity with CMDB inventory.
Experience providing customer service for internal business and technical partners.
Ability to work with cross‑functional teams.
High attention to detail.
Adept with all computer systems such as Outlook, Microsoft Word, Excel, and comfortable navigating corporate portals.
Proactive self‑starter with proven ability to quickly learn new applications, processes, and procedures.
Compensation Base pay for this position is generally between $96,300 and $120,000. 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.
Benefits First Citizens Bank offers 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 .
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Senior Application Support Analyst
role at
First Citizens Bank .
Overview This is a remote role that may be hired in several markets across the United States.
Duties
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.
Reviewing and remediating Direct Bank infrastructure vulnerability records as they are reported.
Providing Production Support for Direct Bank applications, including responding to or updating ServiceNow tickets, analyzing issue root cause, managing incidents through resolution, and communicating progress to stakeholders.
Providing system monitoring and event management.
Supporting internal procedures including risk governance, audits, and access management reviews.
Responsibilities
Issue Resolution – serves as primary point of contact for incoming requests, incidents, or problems for applications. Escalates issues as appropriate.
Application Support – provides support to business users, investigates data discrepancies, reviews application errors, troubleshoots integration points, and interacts with vendors when required. Manages and resolves technical issues while providing excellent customer service.
Business Analysis – monitors application performance and proactively identifies issues. Performs root cause analysis to determine errors and problematic trends to improve application functionality. Documents system issues, limitations, and errors.
Knowledge of application IT infrastructures (servers, load balancers, firewalls, etc.) – understands the infrastructure and can engage engineers responsible for build/configuration/patching.
Ability to work in a fast‑paced, dynamic workplace and maintain availability while handling multiple tasks.
Providing clear and timely communications to management, other IT staff, and business users as appropriate. No external customer contacts.
Strong analytical and problem‑solving skills, with focus on 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 on an on‑call rotation basis.
Qualifications 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.
Preferred Experience
Experience with application/production support and incident management in the banking domain.
Experience with FIS applications such as IBS Insights.
Certified in ITIL and Six Sigma certifications.
Required Skills
Knowledge 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, and building automated alerts.
Managing remediation of reported server vulnerabilities.
SQL database skills, including debugging and writing/running queries.
Banking operations knowledge and/or technical skills is a plus.
Experience supporting both in‑house developed and SaaS hosted applications.
Experience with ServiceNow—adding, updating, and resolving tickets; familiarity with CMDB inventory.
Experience providing customer service for internal business and technical partners.
Ability to work with cross‑functional teams.
High attention to detail.
Adept with all computer systems such as Outlook, Microsoft Word, Excel, and comfortable navigating corporate portals.
Proactive self‑starter with proven ability to quickly learn new applications, processes, and procedures.
Compensation Base pay for this position is generally between $96,300 and $120,000. 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.
Benefits First Citizens Bank offers 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 .
#J-18808-Ljbffr