Technical Support Analyst Manager

Job Description

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

Duties & Responsibilities

• Develop procedures and processes for the Technical Support Analyst team. Conduct ongoing training and coaching sessions to ensure quality of various department functions.

• Work directly with Senior Manager for departmental strategies.

• Work directly with various vendors and data center on system upgrades and enhancements. Manage multiple projects and team members.

• Partner with business units to evaluate user needs, define technical problems, and determine and present solutions and/or options. Oversee and participate in projects from beginning to end including documentation, determining tasks, creating a timeline, identifying resources, conducting testing, and successfully completing implementation.

• Serve as subject matter experts for the support of applications through analytical thinking, problem solving, configuration changes, and completing administrative tasks.

• Assist in the development of new processes and procedures to be used with new and existing systems technologies.

• Conduct analysis and evaluation of new products and modules of existing applications to support the Bank's strategic short-term and long-term planning.

• Participate in completing annual roadmaps for applications for which we are application and functional owners.

• Isolate issues, reproduce issues, track defects, and verify fixes in various systems.

• Perform ongoing tasks to maintain overall system performance.

• Assign team members to projects and tasks.

• Conduct performance appraisals, mentor direct reports, and participate in employment decisions. Sets clear goals and objectives for direct reports and effectively oversee the attainment of those goals and objectives.

• Effectively make decisions, foresee the consequences, communicate the decisions with confidence, and take responsibility for the decisions.

• Perform other duties as assigned by management.

Qualifications

• Bachelor's degree preferred. Technical certifications a plus.

• Minimum 2 years management experience required.

• Minimum 2 years business analysis or system administration required.

• Minimum 2 years previous banking industry experience strongly preferred.

• Excellent analytical and problem solving skills. Good communication and customer service skills.

• Working knowledge of Microsoft products including Visio, Excel, Word, SharePoint, and Dynamics 365 required.

• Familiarity with SQL databases and experience with on-line systems preferred.

• A strong desire to learn new technologies and work in a team environment.

• Some travel may be required to various branches for meetings, projects, and support of direct reports.

• Typical schedule is Monday through Friday 8 a.m.

• 5 p.m. Some weekends and evening hours will be required.

Responsibilities First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations. Duties & Responsibilities

• Develop procedures and processes for the Technical Support Analyst team. Conduct ongoing training and coaching sessions to ensure quality of various department functions.

• Work directly with Senior Manager for departmental strategies.

• Work directly with various vendors and data center on system upgrades and enhancements. Manage multiple projects and team members.

• Partner with business units to evaluate user needs, define technical problems, and determine and present solutions and/or options. Oversee and participate in projects from beginning to end including documentation, determining tasks, creating a timeline, identifying resources, conducting testing, and successfully completing implementation.

• Serve as subject matter experts for the support of applications through analytical thinking, problem solving, configuration changes, and completing administrative tasks.

• Assist in the development of new processes and procedures to be used with new and existing systems technologies.

• Conduct analysis and evaluation of new products and modules of existing applications to support the Bank's strategic short-term and long-term planning.

• Participate in completing annual roadmaps for applications for which we are application and functional owners.

• Isolate issues, reproduce issues, track defects, and verify fixes in various systems.

• Perform ongoing tasks to maintain overall system performance.

• Assign team members to projects and tasks.

• Conduct performance appraisals, mentor direct reports, and participate in employment decisions. Sets clear goals and objectives for direct reports and effectively oversee the attainment of those goals and objectives.

• Effectively make decisions, foresee the consequences, communicate the decisions with confidence, and take responsibility for the decisions.

• Perform other duties as assigned by management. Qualifications

• Bachelor's degree preferred. Technical certifications a plus.

• Minimum 2 years management experience required.

• Minimum 2 years business analysis or system administration required.

• Minimum 2 years previous banking industry experience strongly preferred.

• Excellent analytical and problem solving skills. Good communication and customer service skills.

• Working knowledge of Microsoft products including Visio, Excel, Word, SharePoint, and Dynamics 365 required.

• Familiarity with SQL databases and experience with on-line systems preferred.

• A strong desire to learn new technologies and work in a team environment.

• Some travel may be required to various branches for meetings, projects, and support of direct reports.

• Typical schedule is Monday through Friday 8 a.m.

• 5 p.m. Some weekends and evening hours will be required.