Application Support Specialist, Online Banking

Job ID
1600 Redbud Boulevard
# of Openings
City, State


The Application Support Specialist, Online Banking is responsible for providing support and training for all products offered to Independent Bank customers through our digital channels, and performs research and fact-finding to recommend development or modification to information systems. The work schedule for this position may require some weekends.



  • Troubleshoots software across supported desktop, laptop, tablet, and mobile devices using a variety of browsers. Independently identifies and analyzes source of problems, makes decision regarding optimal solution from a variety of alternatives, and resolves issue(s).
  • Opens cases with vendors as necessary and monitors open issues to ensure agreed upon SLAs are achieved. Escalates as necessary.
  • Routinely communicates with software vendors representing Independent Bank’s interests.
  • Participates in leading and coordination of software release testing to ensure overall quality prior to production. Identifies defects and recommends prioritization with regard to exit criteria to the Product Manager.
  • Participates in data mapping design efforts, and documentation, including scripting of data to input destinations.
  • Executes test plans post data ingestion to ensure accuracy.
  • Participates in preparing data for Foxtrot related initiatives.
  • Tests functionality after routine software maintenance that could affect the OLB products. Makes recommendations/decisions regarding release to production or roll-back for maintenance events.
  • Coordinates with Product Management to create training materials and job aides. May hold training session with bank staff as necessary.
  • Acts as a liaison between IT systems engineers, business lines, and vendors. Understands business requirements as developed by Product Management and works through projects to implement solutions.
  • Performs routine maintenance on various systems, as assigned.
  • Utilizes JHAknow and Cognos to support analysis efforts.
  • Provides assistance to a wide variety of banking functions as assigned and according to business necessity.


  • Minimum 5 years of experience in application support
  • Bachelor’s degree preferred
  • Prior experience in banking or financial services environment preferred.
  • Proficient with Microsoft Office suite of products.

  • Technical expertise and competency with Q2 Central, Foxtrot, JHAknow, and Cognos, ProfitStars, PIQs, as well as other web-based applications.

  • Understanding of bank related products.

  • Strong problem solving and analytical skills.

  • Strong written and oral communication skills, with ability to explain technical information in simple terms.

  • Detail-oriented with strong time management skills.

  • Demonstrate a high level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements.

To be considered for this position, you must at least meet the basic qualifications.


No phone calls or direct e-mails please.


Pre-employment background screening will be conducted.


Independent Bank is an EEO/AA - M/F/Disability/Protected Veteran Status. Note: The job description does not constitute an employment agreement between the employer and employee. The above statements describe the general nature and level of work being performed within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. If you require assistance at any stage of the employment application process due to a disability, please contact Human Resources at 214-544-4777.


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