The Production Services job family provides day-to-day management for various banking systems. This role will provide support for analysis, implementation, testing and configuration for the Core (Fiserv DNA) banking application. This position will be the primary lead on medium to large size projects that require the ability to follow project methodologies. This position partners and supports Retail and Commercial Banking, Retail Product, Retail Operations, Accounting, Digital, Personal Financial Services and Treasury Management business units as well as third level support for front line employees. This position will include after hours or weekend support.
System Administration and Monitoring ?:
Provides software support through upgrading, patching, trouble shooting, and installation. Maintain a working knowledge of all systems utilized by team. Continually review systems looking for process improvement opportunities. Perform testing and monitor for quality assurance. Coordinates product installations with an implementation schedule. Provides technical and product support to product owners and bank personnel. Responsible for documenting, tracking and reporting on all outstanding vendor issues Identify trends and patterns of outstanding issues, reporting to the vendor and/or various teams as necessary. Project Delivery and System Analysis:
Provide operational subject matter expertise on process re-engineering initiatives and projects with third party vendors. Work with various internal business partners to understand and design system solutions online and mobile banking needs. Partner with various affiliates to understand, document, and design system solutions that provide straight through processing. Ensure application configuration integrates with new processes and system interface designs that are part of enterprise initiatives. Participate as a system SME in project related meetings. Handling Escalated Helpdesk Support Issues:
Responsible for analyzing non-routine problem solving inquiries that are highly technical in nature. Troubleshoot and resolve software and connectivity problems, including user access and component configuration. Provides solutions for escalated software related issues. Escalates incidents in a timely manner and involves appropriate personnel as required. Independently diagnose and resolve complex problems or requests. • Accurately assesses the reported situation and provides detailed statistics in a timely manner. Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
Job Requirements :
Bachelor's Degree or comparable work experience required. Bachelor's Degree in Finance, Business Administration, or Information Technology preferred. 6 yrs Banking Ops, Product Management, Systems Analyst or IT Systems/Application Support Proven process design and implementation experience with ability to integrate people, process and technology to deliver measurable service improvements. Results-oriented, able to quickly sort through information with limited or no supervision. Experience working collaboratively with various groups with potentially disparate objectives and vendors. Experience with process automation solutions. In-depth banking system & product knowledge as well as banking industry standards and federal regulations. Superior problem solving skills, leadership qualities, communication and consulting skills with the ability to make independent decisions. Must be a quick learner and able to assertively engage with resources at all levels within the organization. Proven ability to successfully manage multiple initiatives while staying on course to meet deadlines. Strong project management skills managing the full project life cycle with system implementations and managing vendor relationships. Strong knowledge of Microsoft Office including Excel, Visio and MS Project, PowerPoint. Experience developing business processes and procedures. Ability and willingness to work extended hours and be on call for evenings and weekends. System knowledge; FiServ and OSI (Core and Mobile )products preferred. Knowledge of process reengineering; Lean or Kaizen methodologies preferred.
