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Technical Support Analyst Manager

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Job Details
Job Order Number
Company Name
First American Bank
Physical Address

Elk Grove Village, IL 60007
Job Description

This position serves all business units of First American Bank through implementation, support, and review of technological business processes and systems. It will assist the business units to streamline their processes and distribute information in the most efficient manner. This position is responsible for managing a team.

Duties & Responsibilities

Develop procedures and processes for the Technical Support Analyst team. Conduct ongoing training and coaching sessions to insure 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.


Bachelor’s degree preferred. Technical certifications a plus.

Minimum 2 years management experience required. Minimum 2 years computer programming, business analysis, or system administration required.

Minimum 2 years previous banking industry experience required.

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.

Job Posting Location: Elk Grove Village, IL – 1650 Louis Ave

Date Requisition Posted: 7/22/2020

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