Project & Technology Solutions Officer

Summary:

The Project & Technology Solutions Officer oversees technology-related projects, vendor relationships, and key system administration duties that support secure, efficient, and compliant operations across the bank. The role partners with Operations, IT, Digital Banking, Deposit Operations, Compliance, Legal, and Accounting to deliver, maintain, and govern bank systems and technology solutions. The officer ensures projects are delivered on time and within scope; vendors meet service, security, and contractual expectations; systems are configured, controlled, documented; and employees receive effective training for new and existing projects, processes and platforms.

Essential Duties and Responsibilities:

Project Management:

• Lead planning, coordination, and execution of technology and operations projects from intake through post-implementation review.
• Develop and maintain project charters, timelines, RAID logs (risks, actions, issues, decisions), status reports, and stakeholder communications.
• Coordinate cross‑functional resources across Operations, IT, Digital Banking, BSA/AML, Compliance, and Finance.
• Facilitate project meetings, drive accountability to milestones and deliverables, and escalate barriers promptly.
• Oversee user acceptance testing (UAT), readiness checklists, go‑live planning, and benefits realization tracking.
  
  
  

Vendor Management:

• Support day‑to‑day third‑party oversight: due diligence, control questionnaires, SOC review tracking, and information security requirements with IT/InfoSec.
• Assist in contract review, amendments, renewals, and service‑level monitoring; maintain vendor scorecards and remediation plans.
• Coordinate vendor onboarding, integrations, and change requests; ensure documentation aligns with policy and regulatory guidance.
• Maintain an accurate inventory of vendors, services, terms, and key contacts in the bank’s Vendor Management System.
  
  
  

System Administration:

• Serve as system administrator or co‑administrator for assigned platforms (e.g., core banking system, digital banking, payments, workflow, core‑connected tools).
• Configure system settings, roles, permissions, and parameters in accordance with internal controls and separation‑of‑duties.
• Coordinate releases, patches, and upgrades with IT and vendors; document changes and validate outcomes.
• Maintain access control standards, user provisioning/de‑provisioning, and audit‑ready configuration documentation.
• Monitor performance, exceptions, interfaces, and logs; drive root‑cause analysis and continuous improvement.
  
  
  

End User Support & Management:

• Responsible for the End User process, including user onboarding, access provisioning, ongoing support, and overall user experience.
• Provide direct support to end users for system access, functionality, and issue resolution.
• Coordinate closely with IT to troubleshoot technical issues, escalate incidents, manage service requests, and ensure timely resolution.
• Track and manage incidents and requests to ensure adherence to service standards and internal controls.
• Assist in development of user guides and training materials to promote effective system utilization and policy compliance.
• Identify recurring issues or process gaps and collaborate with IT and business units to implement sustainable improvements.
  
  
  

Governance, Compliance & Documentation:

• Ensure adherence to bank policy, FFIEC-aligned expectations, information security standards, and third‑party risk requirements.
• Maintain updated SOPs, process maps, configuration records, and project artifacts; ensure examination‑ready documentation.
• Assist with internal/external audits and examinations; track and close findings and management action plans on time.
• Support operational risk assessments for owned processes and systems; identify control gaps and propose mitigations.
  
  
  

Cross-Functional Collaboration:

• Partner with the VP, Operational Strategy & Technology to align initiatives with strategy, budgets, and staffing.
• Work closely with bank departments on projects, integrations, architecture, cybersecurity safeguards, and incident response.
• Coordinate with Digital Banking and Operations on customer‑facing capabilities, service levels, and rollout communications.
  
  
  

Other Duties and Responsibilities:

• Other duties assigned as needed
  
  
  

Minimum Qualifications:

• 4-year College Degree in Information Systems, Business Administration, Operations Management or related field preferred; or equivalent industry experience
• Minimum of 3 years of Retail Banking experience, systems administration, project management, and/or vendor management is preferred
• Understanding of core banking platforms, digital banking tools and payments, and vendor management platforms (i.e.: Monday.com; Ncontracts)
• Client service experience (internal and external clients)
  
  
  

Knowledge, Skills, and Abilities:

• Intermediate PC skills-MS Office (Outlook, Word & Excel)
• Basis skills with presentation software – PowerPoint or Canva
• Superior interpersonal and communicational (written and verbal) skills
• Strong documentation, organizational, and analytical skills
• Flexible, team player, self-starter, takes initiative
• Ability to multi-task and manage multiple assignments, deadlines, and cross-functional relationships
• Risk and control awareness; documentation discipline
• Well-developed planning skills
• Ability to maintain composure under pressure
• Superior ability to listen and communicate with both employees and clients
  
  
  

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk; sit; use hands; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include distance vision.

• Duties require employees to work onsite.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  
  

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. This is an in-office role.