BAS Technical Specialist - (KS20235)

BAS Technical Specialist

General Purpose:

The BOB Business Application Technical Specialist (BOB Technical Specialist) is the liaison between the users and technical support staff for the Global Plus and AMS systems. They are responsible for monitoring the operations of the systems and ensuring that the systems are functioning as intended.


Essential Duties/Responsibilities:

USER HELP

Disseminates information via e-mail with all executives, directors, managers, supervisors and employees on all systems issues not handled by IS Operations or IS Development staff so that all affected business units/departments are informed of important information.
Assists Global Plus and AMS users on a daily basis with systems problems and questions that are encountered while doing their work.
Researches Global Plus and AMS problems encountered on a daily basis.
Ensures that questions and problems are resolved or addressed as outlined in the service expectations.
Ensures that adequate phone and e-mail coverage is provided to the user community during regular business hours.
Ensures that adequate resources are available by pager or on-site during non-business hours when the system is being used for non EOD & BOD production activities.
Documents problems encountered and how they were resolved so that the information can be used for future problem resolution.


CODE FILE SET-UP AND MAINTENANCE

Assists in the setting up of Code Files on the Global Plus production database as needed.
Assists in monitoring and maintaining the production database Code Files on a regular basis to ensure that they work as planned.
Assists with setting up Code Files on other Global Plus databases as needed.
Tests and/or assists in testing Code File additions and changes as needed.


DEFECT TRACKING AND RESOLUTION

Escalates problems to the appropriate technical support area (SunGard for Global Plus and IS Development for AMS) if they are unable to resolve the problem.
Tracks problems using the problem tracking tools used for the product.
Follows up with the technical support area to ensure that the problem is resolved and/or responded to in a timely and satisfactory manner.
Documents all problems that have been escalated.
Tests problem resolutions/fixs on the test database prior to being installed into production.
Assists with coordinating the receipt and installation of fixes (Patches) with the software vendor, IS Administrators/DBAs and users (if needed).


PATCH, MUP AND RELEASE COORDINATION

Reviews and distributes Release notes on an annual (generally) basis to affected individuals within the organization.
Assists in coordinating and participates in the testing of MUPs and/or Releases as needed.
Assists with coordinating the receipt and installation of all MUPs and Releases with SunGard, IS Administrators/DBAs and users.


ENHANCEMENT LIAISON

Acts as a liaison between the business units/departments and SunGard for systems enhancements to Global Plus.
Tracks the progress of enhancements with SunGard to ensure they are delivered as agreed upon.
Assists in reviewing enhancement Functional Specifications Documents for completeness, accuracy and impact on current functionality and use of the system.
Assists with the receipt and installation of the enhancement with SunGard, IS Administrators/DBAs and users.
Coordinates or assists in the testing of the enhancement prior to installation into production.
Coordinates or assists with the receipt and approval of the "Letter of Agreement" required by SunGard for all enhancements.


REPORT WRITING

Has the ability to advise users on how to find existing system reports that can be used to meet their needs.
Learns and writes/modifies system reports that extract information out of Global Plus and AMS.
Performs quality assurance checks on systems reports that they have written or modified.
Assists in interviewing the requestors of system reports to obtain the complete and accurate report specifications.
Assists in reviewing new or modified system reports to ensure they do not adversely affect system performance, functionality or other products.
Assists in the installation of system reports.


END-OF-DAY (EOD) AND BEGINNING-OF-DAY (BOD)

Advises on or resolves problems encountered by IS Operations while running EOD and BOD for the production database.
Coordinates adding, deleting or changing the EOD and/or BOD schedules for each business day with IS Operations based on any special needs.
Acts as the liaison between the users and IS Operations for scheduling system availability beyond the standard daily and weekend hours.
Supports IS Operations by being on-call Monday -Saturday 24 hours a day and Sundays as needed for any problems encountered with running EOD and/or BOD on the production database.
Supports IS Operations during normal business hours for any problems encountered with running EOD and/or BOD on non-production databases.
Assists IS Operations in documenting procedures or special situations that will enable EOD and BOD to run as smoothly as possible.


VENDOR RELATIONSHIPS

Assists in managing the daily interaction and relationship between Fiserv ISS and SunGard for all questions, issues, enhancements, updates, etc.
Assists in managing the daily interaction and relationship between the users and Fiserv ISS development staff for AMS.


Education/Experience:

EDUCATION

High School diploma or equivalent (GED) required.
Programming language classes helpful but not required.


EXPERIENCE

Should have 1 - 2 years of Global Plus functionality knowledge.
Should have up to one year of AMS functionality knowledge.
Work experience of one or more years in one of the product areas that are supported by the BOB System is very helpful.
Financial services knowledge is also very helpful.


Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

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For additional information, go to www.FiservISS.com


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