Function

Primary responsibility is to provide support of business information systems across multiple departments. Be the point person on all support related tasks, such as managing the support queue, resolving support issues, and reassigning or escalating when appropriate. Work with business units to coordinate and implement maintenance updates and configuration changes as it relates to the core banking systems, CRM, business workflows, and document management. Incumbent will assume responsibility for open tasks/tickets during post-implementation of projects.

Duties and Responsibilities

Analyst Responsibilities

• Monitor the IT Operations Support Queue and Assume Level 2 support for any escalated Service Desk Tickets.
• Provide support all core banking platforms, CRM, document management, Workflow, and job automation.
• Ensure that stakeholders are kept up to date on support related issues.
• Serve as the subject matter expert while working with Development and Business units during the testing phases of support fixes, or system upgrades.
• Use analytical skills to identify potential crises and devise contingency plans.
• Thoroughly test and document all changes resulting from support, maintenance, and enhancement upgrades.
• Collaborate with appropriate IT resources to determine how software updates, enhancements and new modules will affect and change operations within the department and credit union.
• Conform to shifting priorities, demands and timelines through analysis and problem-solving.
• Ensure that written procedures are documented for all Operations functions.
• Participate in Disaster Recovery Testing at our identified hot site. Restoring transactional system operations, connectivity to Retail network, connectivity to third party vendors and ancillary software and hardware platforms.
• Work with 3rd party vendors to optimize performance of the core banking platforms and ancillary applications such as CRM, document management, and workflow automation.
• Provide Development and Infrastructure with technical specifications based on business requirements.
• Coordinate and complete month-end, quarter-end, and year-end processing.
• Provide on call support to ensure system accessibility.
• Participate in Departmental meetings

Qualifications and Education Requirements

Work Experience

• 3-5 years work-related experience in Information Technology and/or Business Analysis is required

• Minimum of 1-year banking technical experience. Experience with Symitar/Episys core processing system is preferred.

• Ability to technically analyze business systems and design solutions based on business requirements.

• Required Technical skills - Windows, MS Office Suite, and SQL proficiency

• Experience with Symitar/Episys core data processing system, CRM, SQL, Document Management, XML, and job schedulers preferred.

• Analytical skills - systems analysis and troubleshooting.

• Ability to multitask

• Business process analysis and documentation systems analysis troubleshooting
• Superior oral and written communication skills.

Education

• Two Year Associates degree in business or technical related field is required. 

• Bachelor’s Degree related to business and/or technical related field desired. Three years work-related experience may be substituted in lieu of degree preferred.