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Application Support Engineer - St. Joseph

United Federal Credit Union
Job Description

GENERAL SUMMARY (What is done and why)

The Application Support Engineer is responsible for architecting and implementing all user-facing applications including the core host system and its interfaces, business unit specific applications such as lending, deposits and retail. This position will also lead large scale deployments, upgrades and installations. The Application Support Engineer will rely on extensive experience and judgment to plan and prioritize work in order to accomplish goals.


ESSENTIAL FUNCTIONS, IN PRIORITY ORDER (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

  1. Serve as lead on technical projects as assigned by IT management, managing time, cost, human and technical resources, and scope. Participate on cross-functional teams as assigned.  Time: 20%
  2. Serve as subject matter expert for critical systems within the Credit Union. Ensure timely review and recommendations of release notes and functionality enhancements that would aid in business processes for the Credit Union.  Time: 20%
  3. Design, configure, maintain and troubleshoot enterprise applications and databases within the Credit Union environment as well as cloud based systems. Time: 10%
  4. Serve as team lead on maintenance and monitoring tasks associated with the ITIL framework including but not limited to maintenance of the service catalog, monitoring of capacity and availability management alerts, implement approved change requests, among other tasks. Time: 10%
  5. Serve in a supervisory capacity by participating in strategic planning, tactical planning, and budget input. Time: 10%
  6. Manage the ongoing technology integration efforts between the Information Technology department and other Business Units, including resources and services, customer service, and priority and task assignments for the IT staff. Time: 10%
  7. Serve as a key member of the Incident Management Team in order to quickly and efficiently resolve issues. Time: 10%
  8. Serve as primary contact to BCP Coordinator for Application Support functions related to maintaining and regularly testing the IT Disaster Recovery Plan. Time: 5%
  9. Provide structured and unstructured technical training to the team to provide growth opportunities and support succession planning. Time: 5%


EDUCATION (Minimum education required to perform the duties of this position)

  • Bachelor's degree in Computer Science or related field or two years of related work experience required.
  • Two industry leading certifications required (CompTIA, Microsoft, Database)
  • Industry recognized project management certification preferred (Project+, CAPM, PMP)


EXPERIENCE (Minimum experience required to perform the duties of this position)

In addition to the education requirement:

  • Minimum 8+ years of experience supporting, configuring, and troubleshooting enterprise applications.
  • Experience with relational database concepts and query languages required.

Required Skills

KNOWLEDGE, SKILLS AND ABILITIES (Minimum experience, technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

  • Proficient with mainframes, servers, and operating systems
  • Understanding of system communication protocols, services and middleware applications
  • Global understanding of the core architecture and hardware required
  • Experience with remote management systems
  • Ability to develop support documentation or standard operating procedures
  • Strong interpersonal and customer service skills
  • Generates new ideas/approaches to solving problems and/or alternative solutions
  • Can effectively learn diverse business systems, how they function and can apply that knowledge into benefits to better serve the organization
  • Able to seek out the root cause to a problem and ensure the resolution solves the underlying issue
  • Works effectively as part of a team and independently, requiring minimum supervision
  • Ability to adapt to change in a fast paced environment
  • Technical knowledge of API’s, Web Services, and XML is a plus
  • Must possess a high degree of technical expertise in the software and hardware facilities commonly used in the organization
  • Must possess a strong ability to analyze problems and prioritize urgency based on the risk of the problem to the organization
  • Must possess extensive experience with applications architectures, including data modeling and database management systems


Required Competencies

  • Problem Solving
  • Dealing with Ambiguity
  • Time Management
  • Demonstrates Courage
  • Drive for Results
  • Interpersonal Savvy
  • Customer Focus
  • Integrity and Trust
  • Self-Development
  • Business Acumen


Mental Requirements

  • Ability to analyze and interpret systems (hardware and software) used within the organization in order to implement system performance, security and efficiency standards
  • Strong conceptual, practical application, and problem-solving skills and techniques


Tools and Equipment Used

  • Personal computers (desktop and laptops)
  • File, print and application servers
  • Tape backup units
  • Modems and modem pools
  • Network switches, routers, hubs, and interface cards
  • Printers
  • Firewall appliances
  • Help Desk Case Management tool
  • Disk cloning utilities
  • Automated software distribution utilities
  • Diagnostic and benchmarking utilities
  • Carry and respond to pager and/or cellular phone as determined by


WORKING RELATIONSHIPS/CONTACTS (Positions with which incumbent has frequent contact)

  • Daily, personal/written/phone contact with
  • Daily, personal/written/phone contact with IT staff
  • Daily, personal/written/phone contact with Credit Union staff.
  • As necessary, personal/written/phone contact with strategic partners and


PHYSICAL DEMANDS (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from prolonged work at the computer. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.


WORKING CONDITIONS (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited.  Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.).  No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable.  Long hours may be required to accommodate deadlines, special projects, month-end processing, upgrades, scheduled maintenance, and manage incidents.

External - Some travel is required; however, information on environmental conditions is not available.

Job Location
St. Joseph, Michigan, United States
Position Type

United named one of the 20 Best Places to Work in southwest Michigan by Moody on the Market
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