Junior Digital Operations Analyst

Description

*This is a hybrid role (Tuesday, Wednesday, and Thursday onsite) and will be based at our headquarters in St. Joseph, MI.

GENERAL SUMMARY (What is done and why)

The Junior Digital Operations Analyst is responsible for supporting the ongoing operations and the member experience of the digital delivery channel, including but not limited to online/mobile/voice banking, and other critical user-facing systems.  The Analyst interacts with various internal management and IT staff, as well as with internal users. This position will also have the opportunity to assist with smaller deployments, upgrades and installations. The Analyst will rely on instructions and pre-established guidelines to perform the functions of the job.

ESSENTIAL FUNCTIONS, IN PRIORITY ORDER

(Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Act as second level support for incoming incidents and requests and ensure each is addressed in accordance with the documented service level agreements. Time 20%
2. Administer and maintain end user accounts, permissions, and access rights for digital banking application access. Time 20%
3. Perform periodic system maintenance, including but not limited to archiving files, database cleanup and maintenance, auditing of user permissions, standardized regression testing of application upgrades and patches. Time 20%
4. Maintain and monitor tasks associated with the ITIL framework including but not limited to; service level availability, process metrics, implementing approved change requests, among other tasks. Time 15%
5. Participate on cross-functional teams as assigned. Conduct integration, testing, and documentation for projects assigned and within the Analyst's area of responsibility. Time: 15%
6. Develop and maintain standard operating procedures, workflow procedures, among other tasks. Time 5%
7. Participate in disaster recovery, business continuity, and incident management configuration, maintenance and testing. Time 5%

Qualifications

EDUCATION (Minimum education required to perform the duties of this position)

• Associate degree in computer science, Business Administration, or related field required, or 1 year related work experience required.  One industry leading technical certification relevant to the job is preferred, i.e. CompTIA, Microsoft, Database, ITIL.

EXPERIENCE (Minimum experience required to perform the duties of this position)

In addition to the education requirement

• 2 or more years of experience supporting, configuring, and troubleshooting software or hardware applications or systems
• Minimum of 1 year financial services or financial technology experience required
• Experience in quality control, application testing, validation, and remediation

KNOWLEDGE, SKILLS AND ABILITIES (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Experience with software applications in the financial services industry considered valuable
• Intermediate level of experience with each of the following: Android operating systems, Windows-based operating systems, Apple-based operating systems; Internet browsers including Internet Explorer, Firefox, Safari, and Chrome
• Ability to develop support documentation or standard operating procedures
• Application testing and/or quality assurance experience
• Must have demonstrated communication skills and an effective, positive approach to staff relationships.
• Generates new ideas/approaches to solving problems and/or alternative solutions
• Can effectively learn diverse business systems; how they function and can apply that knowledge into benefits to better serve the organization.
• Works effectively as part of a team and independently, requiring minimum supervision
• Ability to adapt to change in a fast- paced environment
• Must possess a high degree of technical expertise in the software and hardware facilities commonly used in the organization.
• Must possess a strong ability to analyze problems and prioritize urgency based on the risk of the problem to the organization.
• Technical knowledge of API’s, Web Services, and XML is a plus

Required Competencies

• Problem Solving
• Drive for Results
• Time Management
• Interpersonal Savvy
• Demonstrates Courage
• Dealing with Ambiguity
• Customer Focus
• Self-Development
• Integrity and Trust
• Business Acumen

Mental Requirements

• Ability to identify, analyze, present and determine solutions to a variety of technical projects and problems.
• Ability to use good judgment and make sound decisions quickly.
• Ability to work under pressure.
• Proven problem-solving abilities.
• Ability to analyze and juggle multiple tasks and determine priorities.

Tools and Equipment Used

• All available general office equipment as needed
• All available computer software, hardware and peripherals as needed

WORKING RELATIONSHIPS/CONTACTS (Positions with which incumbent has frequent contact)

• Daily, personal/written/phone contact with IT management
• Daily, personal/written/phone contact with IT staff
• As necessary, personal/written/phone contact with strategic partners and vendors
• Daily, personal/written/phone contact with credit union management and staff.

PHYSICAL DEMANDS (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed reports and computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.

WORKING CONDITIONS (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal -- Work is normally performed in climate- controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is normally between 8:00 AM – 5:00 PM; long hours may be required to accommodate deadlines and special projects.

External -- Some travel and the ability to work remotely may be required; however, information on environmental conditions is not available.

EOE/Vets/Disability