Application Support Analyst I or II

There are important qualities you look for in an employer – meaningful work, community engagement, competitive benefits, commitment to employee development, and so many more. At Bankers Trust, our team members experience an inclusive and community-focused culture and we’re proud of the premier workplace we’ve created. We regularly receive best in class results through our biennial employee engagement survey. We’re also proud to receive recognition from others, including our designation as a “Best Place for Working Parents®,” being a four-time recipient of the Greater Des Moines Partnership’s Inclusion Award, and being named one of the “Best Businesses Supporting Local Charity” by readers of the Business Record.

We are hiring one Application Support Analyst. The selected candidate will be hired at the Application Support Analyst I or Application Support Analyst II level based on relevant experience, technical depth, and demonstrated ability to independently support production applications.

Job Summary

The Application Support Analyst provides production support for a portfolio of internally developed and vendor-provided applications, including managed file transfer, workflow, data-processing, reporting, and legacy solutions. The position monitors application operations; responds to incidents, alerts, and service requests; troubleshoots application, data, interface, and file-transfer issues; performs documented operational and recovery procedures; and escalates complex or high-risk issues to developers, senior support personnel, vendors, infrastructure teams, security teams, or the Application Development Manager.

The role collaborates with developers, business stakeholders, database administrators, security teams, infrastructure teams, service providers, and external vendors to maintain application availability, reliability, security, and regulatory compliance. The position also participates in application testing, release validation, documentation, production-readiness activities, and continuous service improvement.

Primary Functions and/or Responsibilities

• Provides production support for internally developed and vendor-provided applications, including managed file transfer, workflow, data-processing, reporting, and legacy applications. Receives, analyzes, documents, prioritizes, and resolves incidents, alerts, and service requests in accordance with established procedures and service expectations.
• Troubleshoots application issues using SQL queries, application logs, configuration files, interfaces, APIs, service accounts, scheduled jobs, file-processing workflows, certificates, and other application dependencies.
• Escalates incidents based on severity, business impact, security concerns, regulatory risk, technical complexity, and established support procedures. Coordinates with developers, database administrators, infrastructure teams, security teams, business stakeholders, service providers, and vendors through resolution.
• Supports the operational lifecycle of assigned applications, including production-readiness reviews, release validation, deployment support, configuration documentation, support-transition activities, maintenance, upgrades, decommissioning, and knowledge transfer.
• Follows established incident-management, problem-management, change-management, access-control, data-protection, production-support, and escalation procedures. Proactively communicates risks, dependencies, unresolved issues, and potential service impacts.
• Participates in application testing, implementation-readiness activities, Agile ceremonies, and release or deployment support. Validates application functionality following approved implementations and upgrades.
• Creates and maintains support procedures, troubleshooting guides, knowledge articles, escalation contacts, application inventories, dependency information, file-transfer documentation, job schedules, recovery steps, known-error records, and user guidance.
• Identifies recurring support issues and recommends improvements to monitoring, documentation, configuration, automation, upgrades, operational procedures, and application reliability.
• Manages assigned incidents, service requests, operational activities, and project tasks across multiple applications. Prioritizes work based on business impact, urgency, service expectations, and manager direction, and communicates when competing priorities may affect commitments.
• Participates in the established production-support and on-call rotation as assigned. Responds to alerts and incidents, performs documented recovery procedures, communicates status, and escalates issues appropriately.
• Performs other duties as assigned.

Technology Environment

The application portfolio includes technologies such as Microsoft .NET/C#, SQL Server, SharePoint, Power Platform, Dynamics 365, reporting and data-integration solutions, managed file transfer platforms, workflow solutions, APIs, and job-scheduling tools. Candidates are not expected to have experience with every technology listed.

Education and/or Experience

Minimum Qualifications for Either Level

• Two-year degree in Software Engineering, Computer Science, Management Information Systems, or a related field preferred. Equivalent relevant education and experience will be considered.
• Experience in application support, software development, systems support, production operations, or another related technology role.
• Working knowledge of SQL/T-SQL for troubleshooting, data validation, and application support.
• Ability to troubleshoot using application logs, configuration information, databases, interfaces, scheduled jobs, file-processing workflows, or similar diagnostic information.
• Ability to document work clearly, follow established support procedures, communicate service impacts, and collaborate with technical and business partners.

Application Support Analyst I

• Typically two or more years of relevant experience in application support, software development, systems support, production operations, or a related technology role.
• Familiarity with Microsoft .NET/C# applications and the ability to interpret application code or scripts for troubleshooting purposes is preferred.
• Ability to resolve routine to moderately complex incidents using established procedures, perform documented recovery activities, and recognize when escalation is required.
• Experience supporting production applications, data-processing workflows, interfaces, APIs, scheduled jobs, or secure file transfers is preferred.

Application Support Analyst II

• Typically four or more years of experience across application support, software development, systems support, production operations, or other technology roles.
• Demonstrated ability to independently investigate and coordinate resolution of complex production incidents across application, database, interface, file-transfer, infrastructure, security, or vendor layers.
• Experience supporting enterprise applications built on technologies such as Microsoft .NET, SQL Server, SharePoint, Power Platform, Dynamics 365, reporting, data integration, and workflow platforms.
• Ability to identify recurring problems, contribute to root-cause analysis, recommend monitoring or operational improvements, and improve support documentation and procedures.
• Ability to support releases, upgrades, and implementation-readiness activities with limited supervision and to provide technical guidance to less-experienced support staff when appropriate.
• Advanced software-development experience is not required unless code modification is included in assigned responsibilities.

Preferred Qualifications

• Experience supporting managed file transfer or secure data-exchange processes, including transmission monitoring, failure analysis, delivery validation, retransmission, and coordination of endpoint, certificate, key, credential, network, or trading-partner issues. Relevant platforms may include GoAnywhere MFT, Globalscape EFT, MOVEit, or comparable enterprise solutions.
• Experience with Azure DevOps or another enterprise work-management and DevOps platform for incident or defect tracking, support backlog management, release visibility, source-control awareness, deployment traceability, and coordination with development teams.
• Familiarity with incident management, service-request fulfillment, problem management, change management, knowledge management, escalation procedures, and service-level expectations.
• Familiarity with job-scheduling software such as VisualCron.
• Knowledge of banking or financial-institution regulatory, security, and data-protection requirements.

Specific Skills, Knowledge & Abilities

• Strong analytical and troubleshooting skills, with the ability to organize technical evidence and distinguish symptoms from likely causes.
• Ability to communicate clearly with business users, developers, vendors, infrastructure teams, security teams, and leadership during routine support and production incidents.
• Ability to manage competing priorities across multiple applications while maintaining accurate incident, task, and support documentation.
• Commitment to secure handling of data, access, credentials, certificates, keys, and production information in accordance with established procedures.
• Ability to learn unfamiliar applications and technologies and apply documented procedures, sound judgment, and appropriate escalation.

Hiring Salary Range

The hiring range below reflects targeted base salary. Actual compensation will be determined based on the candidate’s prior related experience & education and will be finalized at the time of offer. In addition to base salary, most positions are also eligible to participate in our annual bonus program. Select positions may also be eligible to earn incentives and/or commissions.

Application Support Analyst I

Hiring Base Salary Range

$68,000 - $80,000 plus Annual Bonus.

Application Support Analyst II

Hiring Base Salary Range

$78,000 - $92,000 plus Annual Bonus.

Benefits

• Group Health, Dental, and Vision Insurance
• Generous Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• 401(k) plan with lucrative company match
• Tuition assistance
• Company Paid Life Insurance
• Paid Parental Leave
• Lifestyle Accounts that provide employees with reimbursement for the things that are most important to them such as childcare, student loan payments, gym memberships, pet insurance and much more.
• Team Member Banking - a suite of products and services with special benefits for employees

Hybrid Eligibility

Position may be eligible for a hybrid work schedule (requiring some days in the office each week).

EQUAL OPPORTUNITY EMPLOYER

“PROTECTED VETERANS” AND “INDIVIDUAL WITH DISABILITY”