APPLICATION SPECIALIST

POSITION DESCRIPTION:

APPLICATION SPECIALIST

Department: BUSINESS SYSTEMS

Classification: Non-Exempt

Reports to: Business Systems Manager

***This position is full-time on-site located in Charlotte, NC***

GENERAL DESCRIPTION:

The Application Specialist is responsible for supporting, maintaining, enhancing, and improving business systems and technology platforms across the Credit Union. The Application Specialist serves as the primary liaison between business users, vendors, and IT for assigned systems. This position supports system implementations, upgrades, troubleshooting, testing, integrations, and ongoing system improvements while ensuring business requirements are met and processes are optimized. This role will support end users in the effective use of credit union systems, including core system, loan origination system, digital banking platform, document imaging system, and other enterprise technologies.

ESSENTIAL FUNCTIONS:

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

1. Maintain, support, troubleshoot, and enhance assigned business systems to ensure reliable performance and alignment with business objectives.

1. Act as the primary contact for system-related issues. Analyze, troubleshoot, test, document, and resolve system problems or coordinate solutions with vendors and internal resources.

1. Learn, support, and maintain all credit union systems and platforms, including but not limited to core processing systems, loan origination systems, online banking platform, document imaging system

1. Serve as the primary point of contact with vendors for system issues by opening and managing support tickets, coordinating troubleshooting efforts, evaluating proposed solutions, testing fixes, and supporting implementation of approved resolutions.

1. Coordinate system enhancements, upgrades, patches, interfaces, conversions, and integrations, including documentation, testing, and user communication.

1. Assist with system implementations, technology deployments, and project activities to ensure business requirements are met and systems are successfully adopted.

1. Analyze business processes and system workflows to identify system improvements, efficiencies, automation opportunities, and recommendations for enhanced operations.

1. Create and maintain system documentation, configuration details, procedures, test plans, knowledge base articles, and standard operating procedures.

1. Manage incoming support requests, communicate issue status, and perform post-resolution follow-up to ensure problems are fully resolved.

1. Monitor user proficiency in assigned systems and provide ongoing support, guidance, and training.

1. Ensure system updates, enhancements, and known issues are communicated effectively to affected stakeholders.

1. Ensure adherence to established security procedures, access controls, data protection standards, and technology best practices.

1. Remain knowledgeable of credit union operations, products, services, business processes, and systems to provide comprehensive support.

1. Act as a backup and knowledge resource to members of the IT team.

1. Stay current with internal communications, required meetings, and assigned projects.

1. Adhere to the Credit Union's core values in carrying out the organization's mission and vision.

1. Comply with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

1. Perform additional duties and projects as assigned while continuing to build technical and business system knowledge.

PERFORMANCE MEASUREMENTS

1. System support functions are performed effectively and in accordance with established policies and procedures.

1. End users are well supported. System issues are carefully reviewed and promptly resolved within established service levels.

1. System updates, enhancements, testing activities, and implementations are completed accurately and timely.

1. System documentation and procedures are maintained accurately and kept current.

1. Professional business relations exist with users, vendors, and outside contacts.

1. Required reports and assigned tasks are completed accurately and timely.

1. Management is appropriately informed of system activities and significant issues.

1. Opportunities for process improvement and operational efficiency are identified and recommended.

1. Exhibits ongoing commitment to the enactment of organizational core values.

QUALIFICATIONS

1. Bachelor (4-year) degree, with a technical major. Previous work experience in a related field and technical associate degree (2-year) may be substituted for Bachelor degree.

1. Minimum 1 year of experience supporting business systems, enterprise technology platforms, or software solutions, preferably within a credit union, financial institution, or regulated environment. Experience supporting core banking, digital banking, lending, document management, or member service platforms preferred.

1. Experience supporting enterprise business systems, such as Corelation Keystone, Alkami Digital Banking, MeridianLink, or other comparable credit union, banking, or financial services technology platforms preferred.

1. Attention to detail and effective writing and verbal skills.

1. Self-directed with the ability to meet project deadlines.

1. Work effectively with key stakeholders to complete tasks

1. Knowledge of user access controls, security practices, data protection standards, and system administration.

1. Experience working with JIRA, Confluence, or similar project and service management tools.

1. Ability to analyze business needs and recommend system solutions that improve operational efficiency and user experience.