Assistant Mgr. of IT Application Administration

Department: Information Services Department

Reports To: Manager of IT Application Administration

Classification: Exempt

About Rogue Credit Union:

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon, California and Idaho counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Role:

At the direction of the Manager of IT Application Administration, manages the project team for Rogue's enterprise IT applications. Performs routine triage of new tickets from Rogue's strategic project funnels, engages with project teams to define the scope and requirements of new projects, and guides staff in effective sprint capacity management. Creates a passion for the Credit Union's agreed upon Vision, Mission, and Values and guides team members to execution of organizational objectives. Assists with establishing and maintaining objective accountability measurements and evaluating performance. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty.

Essential Functions & Responsibilities:

25%   In conjunction with the Manager of IT Application Administration, recruits, hires, trains, coaches, and motivates a highly qualified staff sufficient to meet the daily operational needs of the areas assigned. Oversees and assists with the establishing and maintaining objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty. Oversees application and design configuration for vendor purchased and Rouge Credit Union developed applications. Works cross-functionally across the Credit Union departments assessing, planning, and implementing new system features and modules. Leads Information Services (IS) team to support designated department leaders, super users, application vendors, trainers, and Credit Union team members regarding application upgrades, requests and optimization.

25% Directly assists the Manager of IT Application Administration in all aspects of service and support. Oversees the resolution of project features and enhancements within internal applications. Supervises team members’ responses to, and resolutions to help desk tickets. Performs root cause analysis, identifies and implements corrective and preventative measures. Day to day duties include supervising team members and assisting users, troubleshooting problems, and making configuration changes. Offers an analytical view of problems and provides solutions that can be successfully implemented. Assists with complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. 

20%   Coordinates and oversees the scheduling and deployment of applications to test environments and production. Maintains, tests, and integrates application components. Ensures that system improvements are successfully implemented. Monitors systems for performance and availability. Role models the consistent use of the Credit Union’s Service Promises, responds to inquiries and requests in an informed, professional manner. Provides team members with clear, concise direction efficiently, accurately, and in a timely manner while ensuring a high level of information security and data integrity. Oversees compliance of all policies and procedures controlling access to the Credit Union’s digital resources for both internal use and outside/third party agencies based on regulatory requirements and best practices. 

10%   Conducts planning, analysis, and forecasting activities to plan projects and tasks for the IS Solutions team members. Leads the triage, prioritization, dispositioning, execution, follow-up and management of support requests as assigned. Discover the underlying business needs to be addressed and information related to the product and project requirements, often through conversations with team members and stakeholders. Organizes, specifies and models the requirements to ensure they are complete and unambiguous. Analyze complex data to troubleshoot and drive design solutions. Analyze and assess current processes and define/document recommended improvements. Document (or assist the requester) the requirements in a format that can be shared with stakeholders. Ensure the requirements map to the real business need, are approved by all relevant stakeholders, and meet essential quality standards. 

10%   Oversees the creation and maintenance of documentation concerning the application portfolio design (feature function, hardware, data flows, integration points, RTO/RPO requirements, etc.). Organize and prepare program and system documentation according to established procedures to facilitate ongoing support, maintenance, and regulatory compliance. Participate in the definition of corporate standards for software architectures and use cases. 

10%   Stays informed concerning vendor application roadmaps, new features, functions, and capabilities. Proactively completes other duties as needed or assigned.

Knowledge and Skills:

Experience: Prefer six plus years' experience on relevant platforms. 

Education: Bachelor’s degree in information technology, Computer Science or related field, or a combination of education and experience 

Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. 

Other Skills: Possess a unique blend of technical, business and people skills. High level of technical and functional expertise and knowledge of assigned applications; ability to independently troubleshoot and resolve complex issues across multiple technologies; Excellent problem solving, team, and time management skills; Advanced business acumen, solid presentation skills; Ability to effectively manage projects; excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization; Facilitation skills with individuals and small groups; deals well with ambiguity; exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results. Experienced in analyzing complex issues, distilling and communicating their relevant aspects; Works with management in providing departmental leadership and guidance in technical issues, introducing and implementing industry best practices; providing consistent high levels of service and quality; is resourceful and proactive in gathering information and sharing ideas; Must be highly productive, with the ability to automate systems and technologies to maximize efficiency and uptime. Self-motivated and able to prioritize work and reconcile competing schedules; Excellent service skills that build high levels of member satisfaction. 

Physical Requirements: Some lifting required (up to 30 pounds), continuous sitting, occasional standing, and occasional walking. Finger dexterity while using a computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more. May require working Saturdays or Sundays.

Work Environment: This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the Credit Union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all Credit Union regions may be required. On-call (on rotation) in a 24 x 7 support role for escalation. 

Disclaimer:

Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer. 

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295. 

This Job Description is not a complete statement of all duties and responsibilities comprising the position.