Overview:

This is a remote role that may only be hired in the following location: NC

This position serves as the primary point of contact for all incoming application requests, incidents, or problems within the scope of the department. Responsible for providing application support to business users while maintaining a high level of customer satisfaction. Documents all required fields for incident or issue tracking and adheres to the Bank’s standards for ticket entry, incident resolution, and problem management escalation procedures. Serves as escalation point for more junior associates, trains and mentors junior associates.

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 inclusive of investigating data discrepancies, reviewing application errors, troubleshooting integration points from upstream and downstream systems, and interacts with vendors when required. Manages and resolves technical issues while providing excellent customer service.
• Business Analysis – monitors application performance and proactively identify issues. Performs root cause analysis to identify errors and problematic trends to help determine solutions and improve application functionality. Documents system issues, limitations, and errors.

Qualifications:

Bachelor’s Degree and 1 years of experience in Computer Science or Analytics OR High School Diploma or GED and 5 years of experience in Computer Science or Analytics

License or Certification Type: ITIL and Six Sigma certification PreferredSkill(s): Ability to work flexible hours, Experience with Windows/Linux Server technologies, Familiarity with relational database concepts and experience in use of SQL

Preferred:

FCB experience 

Alteryx Designer / Alteryx Server thru 2023.2, M365, R Statistical Software, JIRA, Windows OS, AWS

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.

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