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Berkshire Bank IT Operations Specialist in Pittsfield, Massachusetts

IT Operations Specialist(970028)

Job Type




Pittsfield, MA 99 North St

Job Details

Division: Risk Management

Department: IT

Reports to: AVP, IT Application Support Manager

Status: Non-Exempt

Grade: 8

Location: Remote within the Berkshire Bank footprint with ability to travel to Pittsfield periodically


Responsible for a full range of activities to ensure the operational effectiveness and efficiency of the business unit. Strong collaboration skills and cross-training to work closely with diverse business line and IT staff. Identify and communicates continuous improvement opportunities. Provide support to benefit the business and technology groups. Serve as a backup to IT Systems Analysts as needed.

Key Accountabilities:

  • IT Application Operations - Address daily operational needs and manage shifting priorities. Manage department work queue including ticket triage, assignment and follow-up . Perform operational tasks including core system mass exchange processing, manage updates to existing reports, create and update forms and workflow automation tasks, and process logical access requests as assigned.

  • Application Support – Serve as the first line of defense when an application issue is identified, working with appropriate IT teams and vendors to facilitate prompt resolution in alignment with that system’s criticality rating and recovery time objective (RTO) and to achieve incident service level agreements (SLAs). Collect and retain documentation to support ticket and request activity. Recognize emerging production issues, and promptly involve appropriate vendor, business analyst, systems analyst or support manager. Recommend communication to line of business users for widespread issues and maintain communication with requestors. Helps to ensure all systems used by staff are documented as approved applications.

  • Compliance & Risk – Follow applicable policies and procedures impacting daily operations including, but not limited to, Change Advisory Board, Logical Access and Information Security. Participate in IT control testing, application assessments, and other activities in support of ongoing compliance and risk mitigation.

  • Communication - Demonstrate strong verbal and written communication skills. Ask clarifying questions to gain deeper levels of insight from end users regarding their reported issues and requests. Continuously gauge the effectiveness of a problem-resolution approach among stakeholders, and pivot when not achieving results promptly. Demonstrate patience with end-users and grace under pressure.

  • Collaboration - Participate in application maintenance and update tasks and projects as needed. Pursue ongoing cross-training to serve as a back-up to the IT Systems Analyst when needed and help eliminate any single points of failure. Identify and document system and process improvement opportunities. Partner with others to build a continuous improvement atmosphere, and support first call resolution of issues.

  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.


  • Associate’s Degree in Computer Science or equivalent experience


  • Min. 1 year’s banking/finance or IT experience preferred.

  • Knowledge of core banking systems and Business Objects a plus.

    Skills & Knowledge:

  • Analytical/problem solving skills

  • Excellent documentation skills

  • Ability to relate business process to technology

  • Ability to communicate technical materials to non-technical audiences

  • Able to work independently or as part of a team

  • A practical knowledge of Banking practices and principles, to include Loans, Deposits and Finance, Compliance and Risk is a significant benefit.

    Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.