OVERVIEWWork directly with users, customers and vendors to support the corporation’s major software applications.
SUPERVISION RECEIVED AND EXERCISED: Exempt, non-supervisory position.Examples of Duties- Develop & maintain a consistent, high quality, customer focused approach when interacting with AHFC's business partners, clients & customers; other AHFC departments.
- Develop working knowledge of AHFC business practices & processes as well as understanding its goals as a corporation.
- Performs workflow analysis, process mapping, documentation, and workflow implementation.
- Perform all application administration functions using a team approach with peer review & backup as a required component.
- Engage directly with vendors & employees to troubleshoot application & environment issues, develop documentation & apply upgrades/updates.
- Engage directly with development teams to create & modify reports as well as adjust interfaces.
- Develop subject matter expertise in the use of & administration of all of the major software applications used by the business units in the corporation.
- Perform operator/analyst duties for client-side devices such as VoIP phones.
- Perform operator/analyst duties for DR system(s).
- Perform administrative duties (for applications & environment) such as granting & revoking permissions based on requests that have been authorized.
- Participate in the department’s request, event and change management processes.
- Assist with environment and general system health monitoring of multiple datacenters.
- Maintenance and general upkeep of the corporate intranet/internet sites.
- Other duties as required.
Knowledge, Skills and AbilitiesKnowledge of:- ITIL & ITSM principles and best practices.
- Mainstream trends in technology such as virtualization of servers, networking and storage.
- Mainstream trends in technology dealing with Application Management, Operations, Security and Disaster Recovery.
- Basic DBMS terminology, usage and management.
- Disaster Recovery systems, trends, technologies, methods and tools.
- Banking functions including ACH, Payroll, Check Processing and Reporting.
- Strong knowledge of physical IT infrastructure (Servers, Storage, Network, UPS, Generator and Environmental Control).
- Cisco Call Manager.
- Linux operating systems.
- Formal change management policies and procedures.
Skills:- Must have a strong dedication to customer service.
- Software/application licensing and compliance.
- Systems administration capabilities on modern Microsoft Windows Desktop and Server OS’s.
- Application administration including installations, patches, upgrades, conversions and connectivity to network resources and databases.
- Report generation.
- Intranet and internet tools including content management suites, PHP and MySQL.
- Microsoft Office suite applications including Word, Excel, Access, Outlook and Visio.
Abilities:- Understand, identify, and plan for the business process impact of planned or existing system changes while ensuring that new technical requirements are properly integrated with business processes.
- Thrive in an environment where peer review is used to determine viability of a solution or process.
- Perform algorithm analysis against a business process or auditing requirement in search of rational efficiencies.
- Maintain documentation for a solution or process that is in sync with the needs of management, team members & end users.
- Effectively & consistently use an issue tracking system while organizing and prioritizing a constantly changing workload. Must be able to work with minimal supervision and continual interruption. Must be able to function with a high degree of independence within levels of delegated authority.
- Use independent judgment in the research and recommendation of solutions, techniques and tools before making appropriate recommendations to management, team members and end users.
- Establish and maintain a good working relationship with AHFC personnel, contractors, customers, consultants, suppliers and vendors. Interpersonal skills will be utilized on a daily basis through interaction with a diverse cross-section of people and organizations.
- Read & understand written material, interpret & apply rules. Must be able to write clearly and prepare documents as required by management, team members & end users.
- Continually learn, adapt, and apply new technology skills to stay current with emerging or existing IT archetypes.
- Work as needed. Long hours and/or weekend work may be required as necessary to support department goals and objectives. Must be able to travel as needed.
