System Technical Support Coordinator - Core Banking

SUMMARY: The Coordinator of Application Delivery and Production Support will oversee a team of System Technical Support Analyst and Technical Business Analysts responsible for supporting CORE BANKING Business Applications, reporting directly to the Director of the department.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

Application Delivery and Project Management

• The position owner is responsible for a team of Systems Business Analyst and Sys Technical Support Analyst to assist in the ideation, design, implementation and maintenance phases throughout a systems life cycle.
• Participates in projects and provides guidance to the team.
• Manage team requirements, specifications, processes and work assignments.
• Works in collaboration with SMO organization and other IT stakeholders on new and/or existing Projects.
• Accepts responsibility for deliverables and timeline commitments.
• Ensure problem resolution by maintaining action plans.
• Seeks and implements creative and innovative ways to deliver and roll out applications.
• Assessing business process requirements: analyzing the company's business workflow to find solutions for application-based issues.
• Identify and plan solutions and/or mitigations for any risk that could impact applications or business operations.
• Seek and promoting opportunities for process improvement.
• Coordinate and track Operational Projects and BAU work using the tools provided by the bank (ServiceNow, Jira and Smartsheet or any other tool selected by SMO and IT).
• Maintains change control policies, procedures, and documentation for all application-level updates.
• Troubleshoots areas of poor performance and identifies effective solutions to resolve issues both in the immediate future and for the longer term.
• Ensure the CORE Applications team deliver a professional, customer-focused, and high performing level of support.
• Maintains change control policies, procedures, and documentation for all application-level updates.
• Access, document and manage risks that could impact applications or business operations.

Strategies Linked to the Department / Business Goals / Results

• Establishes, communicates, and implements departmental plans, objectives, and strategies in accordance with the department area.
• Maintains an active awareness of BankUnited's business environments, corporate culture, and structure to support key decision-making.
• Allocates resources to department priorities and initiatives.
• Demonstrates commitment in areas of strategic importance to the organization.

Risk Management

• Manages the function that facilitates and obtains the agreement of all stakeholders prior to release implementation into the acceptance, performance, training, and production environments.
• Manages the function that facilitates post deployment reviews.
• Defines and enforces change and release standards to ensure compliance with internal and external regulations.
• Track and manage audit and self-assessment issues.

Senior Level Responsibilities

• Remains current on industry practices, equipment and standards.
• Participates in all contingency planning and disaster recovery, as applicable.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

SUPERVISORY RESPONSIBILITIES

• Supervises function, projects or services and/or one or more employees, as applicable.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance coaching; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION

Bachelor's Degree in Business Administration, related field, or comparable experience in, Computer Information Systems, and/or Engineering with the appropriate emphasis in Business Administration, and Client Server support experience required.

EXPERIENCE

• Experience researching and keeping up to date with industry technical/business information and security requirements and translating those requirements to the Banks information environment required.
• Experience managing teams, projects and budgets required.
• 8-10 Years of IT or banking industry experience plus demonstrated experience in managing "upward" among senior leadership, working with diverse teams, and consultative leadership required.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to multi-task and to quickly adapt to a changing environment.
• Outstanding verbal and written communication skills.
• Must have strong customer service and vendor management skills.