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North Shore Bank Application System Support Specialist - Hybrid/Remote Option in Peabody, Massachusetts


The Application System Support Specialist is the subject matter expert for the Bank’s application systems with a primary focus on lending systems. The individual will interact with vendors and all levels of the organization for support and to ensure system optimization. The Application Support Specialist will implement new products, perform upgrades, enhancements, and provide support, documentation, and data to end users.


  • Application Management

  • Provide support to end users for functionality issues/questions and be an intermediary between bank staff and system vendors.

  • Troubleshoot system application support requests by performing root cause analysis and ensuring proper documentation of resolution.

  • Analyze systems and procedures to ensure efficient processes and system optimization.

  • Manage deployment of service releases, patches, requests and customizations.

  • Perform site visits to various locations/departments to understand application support needs and potential enhancements.

  • Ensure that solution, training, procedures and application support documentation is maintained to the highest quality and ensure documentation is distributed to necessary employees

  • Assist with research for audits or other bank requirements when necessary

  • Attend User Group meetings to facilitate appropriate networking with employees of vendors and other users of the software or clients of the vendor.

  • Self-educate to maintain system expertise and ensure system knowledge remains current

  • Security System Administration

  • Develop and maintain security controls for lending application systems that provide access based on need for the functional positions within the bank and ensure access edits are performed when necessary.

  • Manage the documentation and workflow for setting up, changing and removing end users from lending applications timely

  • Provide support to end users to resolve access and other issues.

  • Make recommendations to management for global access changes that would improve work efficiencies or security controls.

  • Prepare quarterly reports to facilitate the system access audit function.

  • Document Management System

  • Provide support and maintenance for the bank’s document imaging solution.

  • Develop, manage and maintain workflows and ensure access and indexing is streamlined and effective for both initial use and research purposes.

  • Report Writing

  • Develop management reports for a variety of internal audit reports and/or stastical information.

  • Schedule and ensure the timely run of reports as required.

  • Utilize data and statistics for troubleshooting and corrective action.

  • Business Continuity/Disaster Recovery

  • Manage the bank’s participation in business continuation plan testing by preparing test scripts, documenting the test and the test results, ensure final report from vendors is received and compile a final report to management.

  • Instances where the bank is not offered joint testing; ensure that the critical vendor completed testing and provided a report to the bank.

  • Project Management

  • Manage and participate in projects and requests as assigned.

  • Other duties as assigned.

    REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):

  • Degree in Business Administration or Computer Science, or related work experience

  • Experience in a financial institution preferred

  • Understanding of Lending Concepts in a Financial Institution helpful

  • Background in banking core systems and/or loan origination systems helpful

  • Superior communication and interpersonal skills

  • Ability to function independently and in a collaborative environment with keen attention to detail

  • Excellent working knowledge of PC software including: Word, Excel, Access

  • Technically savvy individual with the ability to troubleshoot and perform system root cause analysis.

    NSB offers competitive benefits packages, which include the following:

  • Medical, Dental and Vision on day 1 - no waiting period

  • 401k with company match

  • Paid Time Off - Vacation, Personal, Sick, Holiday

  • FSA/DC/HSA Accounts

  • Company Paid Short-Term Disability

  • Company Paid Long-Term Disability

  • Paid Family Medical Leave

  • Company Paid Life & ADD

  • Voluntary Life

  • Tuition Assistance

  • Hospital Indemnity Plan

  • Employee Referral Bonus

  • Employee Banking Discounts

  • Supplemental Insurance Plans with AFLAC

  • Pet Insurance

  • Weekly Jeans Day Program

  • Service Recognition Program

  • Wellness Benefits including Weight Watchers, Mind & Body, Gym Memberships and much more!

    North Shore Bank is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


Please note that while this position does allow for a hybrid work option, employees are expected to be in-office at our Peabody Square location at least three days per week. Remote work requires regular business hours. Additional circumstances apply.