Enterprise Services Administrator Details

Enterprise Services Administrator

Heartland Financial USA, Inc. - Remote

Employment Type : Full-Time

HTLF is a diversified financial services company headquartered in Dubuque, Iowa. We deliver community banking at scale by powering our geographically diverse group of banks with technology, efficiency and strength — giving local decision-making the opportunity and insights to focus on customers and growth. Relationships have been the core of our company since its founding in 1981. We're deeply invested in the communities we serve, and that's why our clients choose us as their banking partners.

What's different about a career at HTLF? We believe our employees and their diverse backgrounds, perspectives and skills are our greatest assets. We wouldn't be HTLF without the people with whom we surround ourselves and empower to enrich the lives of our customers, employees and communities. We're dedicated to making HTLF the best place to work – where your opinions are valued, your feedback and ideas are heard, and your opportunities for personal growth and professional development are endless.

Under minimal supervision, the Enterprise Services Administrator implements and supports application systems across the enterprise. This includes installing, configuring, maintaining, supporting and optimizing enterprise software. This person will also troubleshoot performance issues.

Candidate can be located in any of the below states

MN, IL, WI, IA, KS, TX, AZ, NM, CA, MT, CO

Primary Responsibilities

• Installs or assists service personnel in installing, upgrading, and testing necessary software packages, banking applications, and printers.
• Monitors system capacity to ensure stable operation and efficient performance of company applications.
• Plans and implements improvement, modification, or replacement of enterprise applications to meet new or changing demands.
• Performs troubleshooting to isolate and diagnose problems.
• Effectively utilizes company incident and change management systems to ensure timely and efficient support of end-users.
• Escalates issues to Tier-3 Teams or Management, as needed.
• Trains end-users to use new or modified equipment of software.
• Creates or assists others in the writing of end-user documentation, instructions, and procedures.
• Maintains enterprise-wide print management solution, including, but not limited to:
• a. Creating, configuring, and modifying print queues on the print servers.
• b. Installing, updating, or removing print drivers from servers, as needed.
• c. Working with vendors to right-size new and replacement devices in the print fleet.
• Interacts and negotiates with vendors, outsourcers and contractors to secure products and services.
• Assists Tier-3 Teams with projects, as needed.
• Familiar with IS Business Recovery Plan and Information Security Program.
• Assists in IS Business Recovery planning and testing.
• Works closely with Support Center Manager on identifying and implementing workflow efficiencies, including implementing call reduction initiatives
• Participates in long term strategies and projects for growth and maintenance of Support Center area.
• Serve as point of escalation for Support Center issues when Support Center Manager is not available.
• Assists in promoting quality customer service and a positive team environment, encouraging co-workers to continue to provide a high level of customer support.
• Assists Support Center Analysts with providing phone coverage as needed or on a rotating schedule.
• Provides mentoring and training to support the development of Support Center Analysts.
• Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.
  

Secondary Responsibilities

• Performs other duties as assigned.

Management Responsibilities

• This job has no management responsibilities.
  

Qualifications

• Associates Information Technology preferred or
• related field
• 3-5 years Information Technology experience required
• 3-5 years Hardware, software and network connection troubleshooting experience required
• Experience with application support, including installing and servicing
• Experience with server and application packaging/virtualization
• Ability to know when to escalate problems
• Proven analytical and problem-solving abilities
• Self-motivated and directed
• Excellent customer service skills
• MCSA or higher recommended

Scheduled Weekly Hours:

40

Time Type:

Full time