IT Application Support Engineer in Los Angeles, California at Us Metro Bank

POSITION OVERVIEW

The IT Application Support Engineer is responsible for supporting, maintaining, and improving the Bank’s core banking and related business applications, with primary emphasis on Fiserv Premier and integrated financial systems. This position serves as a technical and functional liaison among business users, IT teams, Information Security, and third-party vendors; monitors application availability and scheduled processing; investigates incidents and data or interface issues; coordinates upgrades, testing, and production changes; maintains application documentation and access controls; and also supports day-to-day IT Operations and helpdesk activities as part of the IT team.

POSITION RESPONSIBILITIES

• Provide day-to-day technical and functional support for Fiserv Premier and related core banking applications, including Fiserv Business Analytics and connected financial platforms.
• Serve as a primary IT contact for application incidents, service requests, user questions, and vendor escalations involving core banking and business applications.
• Monitor application availability, scheduled jobs, batch processing, interfaces, file transmissions, and system alerts; investigate exceptions and coordinate timely resolution.
• Troubleshoot application errors, data issues, integration failures, performance concerns, and user access problems; document findings, corrective actions, and escalation details.
• Coordinate with Fiserv and other third-party vendors on support cases, root-cause analysis, maintenance, upgrades, patches, release changes, and problem resolution.
• Support installation, configuration, testing, deployment, and validation of application updates, enhancements, interfaces, and new banking products or services.
• Participate in user acceptance testing, regression testing, production validation, and post-implementation support; maintain test results and issue logs.
• Support application access administration in accordance with approved requests, role-based access requirements, segregation of duties, and periodic access reviews.
• Maintain current application inventories, system dependencies, interface mappings, vendor contacts, support procedures, configuration records, and knowledge base articles.
• Follow established incident, problem, change, release, and service-request management procedures, including required approvals and evidence retention.
• Partner with business departments to understand operational needs, analyze application-related issues, and identify practical improvements without disrupting critical banking processes.
• Coordinate with IT Infrastructure and Information Security on server, database, network, authentication, vulnerability, logging, backup, recovery, and cybersecurity matters affecting supported applications.
• Support business continuity and disaster recovery readiness for critical applications, including documentation review, recovery testing, and validation of application availability and dependencies.
• Assist with application-related audit, regulatory, risk, and vendor-management requests by providing accurate system information, documentation, and remediation status.
• Provide end-user guidance and training on supported applications, system changes, standard processes, and known issue workarounds.
• Log and track support interactions, incidents, requests, changes, and vendor cases through the Bank’s designated service management process.
• Support data extracts, operational reports, and application inquiries while following approved data-handling, privacy, and security requirements.
• Provide day-to-day IT Operations and helpdesk support as needed, including troubleshooting Microsoft Windows and Microsoft 365, PCs and laptops, printers, scanners, mobile devices, user access, and other end-user hardware and software issues.
• Assist the Head of IT or assigned supervisor with application support initiatives, system implementations, project coordination, and production support activities.
• Maintain awareness of Fiserv product changes, banking technology developments, application support practices, and relevant operational risks.
• Perform other duties and projects assigned by management.
• Comply fully with all Bank policies, procedures, and regulatory requirements, including Bank Secrecy Act, Anti-Money Laundering, information security, privacy, and Code of Conduct requirements, and complete all required training.

SKILLS / QUALIFICATIONS

EDUCATION / EXPERIENCE