Digital Experience Systems Support

The primary function of Digital Experience Systems Support is to troubleshoot, identify, and provide support for issues within the digital experience systems or platforms. Duties include the support and maintenance of online banking as well as daily support for key services related to ICCU’s digital presence. Investigate and resolve application and system functionality related issues and troubleshooting for users. Help ensure the quality release of software to meet ICCU business objectives and minimize negative impact to users.  

Duties and Responsibilities:  

• Coordinate and collaborate with Credit Union team members and 3rd party vendors to improve the online banking experience.  
• Manage multiple projects concurrently in a fast-paced environment. 
• Effectively and quickly identify, troubleshoot, and resolve day-to-day system issues working with team members. 
• Support the implementation of new releases of software. 
• System configuration and maintenance for multiple systems. 
• Conduct system audits and ensure adherence to policies and procedures. 
• Actively seek ways to improve system performance, stability, and improve user experience. 
• Basic report creation. 
• Participate and contribute to ongoing initiatives to enhance the user experience when using our online banking services.  
• Assist with the change rollout to development, test, training, and production environments. 
• Execute test cases associated with software upgrades/releases. 
• Isolate, replicate, and report defects to applicable 3rd parties or teams. Verify defect fixes and provide feedback as needed. 
• Work closely with project teams to ensure test requirements, test solutions and test execution meet quality objectives, project scope, and delivery dates. 
• Complete assignments and tasks utilizing ICCU task and project management systems. 
• Other duties as assigned. 

Qualifications: 

Bachelor's degree preferred, in Computer Science, Computer Information Systems or related engineering/math field of study or equivalent experience. Background supporting 24x7 production operations, preferably within a high availability environment. Self-motivated, ability to prioritize, meet deadlines, manage changing priorities. Willingness to further education through additional degree or certification attainment. Willingness to work outside of normal business hours. Excellent oral and written communication skills. Strong analytical and problem-solving skills, excellent attention to detail. Ability to effectively communicate with Management and Credit Union personnel. Ability to always maintain confidentiality of Credit Union and member records. 

Performance Standard: 

Maintain a high level of professionalism. Demonstrate the ability to work well with others. Must be a motivated individual with strong analytical, problem solving, and root cause analysis skills. Must have the ability to work on multiple, time-critical project simultaneously. Excellent verbal and written communication required. Ability to confidently interact at multiple levels in the organization. Ability to analyze information and evaluate results and chose the best solution and solve problems. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU. 

Physical Requirements:  

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.). 
• Sit for extended periods of time. 
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc. 
• Repetitive motion using wrists, hands, and fingers. 
• Reach keyboards. 
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.). 

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job. 

Must be eligible for membership at ICCU to obtain employment. 

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.