Systems Support Specialist II

Job Description Summary

Responsible for monitoring and supporting associated hardware, software, Linux operating system and Oracle databases. Assists in maintaining, configuring, and installing associated system upgrades. Applies expertise of database environments to upgrade, maintain, and improve application processing efficiency. Implements and monitors automation of systems and batch processing. Ensures processes, system backups and procedures are updated.
Systems Support Specialist II is distinguished from Systems Support Specialist I by their applicable experience and responsibility for performing more complex database and application administration for a variety of systems.

Job Description

Essential Duties and Responsibilities

• Performs application administration, installation, configuration, and maintenance to apply upgrades/updates to the core systems and databases and ancillary business systems and applications including but not limited to; DNA, UX, Mulitpoint, tMagic, DNA Contact, and CMC.

• Serves as the system administrator to install, maintain, and apply upgrades/updates to the Application Manager automation database and application.

• Establishes, manages, monitors, and configures batch processes involving scheduling, parameters, and updates of critical business processes. Performs root cause analysis of error messages, aborted jobs, system time outs and other processing problems which could negatively impact Credit Union operations. Contacts business owners and external vendors to resolve problems as warranted.

• Monitors the operational status of assigned servers and related hardware, software, and databases in the Data Center. Takes corrective action to resolve problems promptly or consults with supervisor on actions to be taken.

• Assists in the administration of the Linux, Oracle, SQL, and Windows server environments for core processing systems. Applies and tests the database system updates, hot fixes and patches. Monitors and reports on database health and performance.

• Performs database backup processes and monitors to ensure their successful completion to maintain core process system availability and maintain a high level of system performance.

• Maintains automation schedules to perform daily, weekly, and monthly processing and reporting; monitors the operational status of Core Processing system hardware, software, Linux OS, SQL, and Oracle databases. Ensures that batch processing jobs run as scheduled and are completed accurately.

• Processes and tests SQTs, SQL scripts, new batch jobs, and other procedures in the test environment and provides viable feedback to internal and external Development staff, reports test results. Implements and automates approved changes to the production environment.

• Coordinates testing with third party vendors to implement upgrades and new software enhancements to assigned system and databases.

• Assist in maintaining and updating connections and security keys for all secured file transfer sites.

• Develops, maintains, updates, and communicates procedures.

• Coordinates and executes Change Management requests to move projects into the production environment.

• Provides on-call technical assistance and support 24/7 on a variety of issues involving computer software and hardware troubleshooting. Informs users of system-wide issues and resolutions; documents work performed in helpdesk software and performs maintenance to network and business systems.

• Creates ad hoc SQL for Application Manager and Helpdesk and others as needed.

• Assist in configuring and maintaining test servers and applicable software applications; monitors database health and runs purges; monitors server and database back up processes to ensure successful completion.

• Monitors the Credit Union’s electronic channels including ATM, ITM, online banking, and voice response to ensure service availability to Credit Union staff and members.

• Performs user applications support in assigned areas of functional responsibility; research, analyzes, troubleshoots, makes recommendations, and/or resolves a wide variety of system problems; instructs users on method for resolving issues and problems; acts as liaison with vendors and escalates problems when vendor support is required for resolution.

• Maintains records of work performed; assists in maintaining an inventory of supplies for the department.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.

• Delivers friendly, caring service to internal and external members.