Junior Digital Experience Analyst

GENERAL SUMMARY

The Junior Digital Experience Analyst supports the ongoing operations and member experience of the digital delivery channel, including 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 assist with smaller deployments, upgrades, and installations.

ESSENTIAL FUNCTIONS, IN PRIORITY ORDER

• Time 20%: 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%: Administer and maintain end user accounts, permissions, and access rights for digital banking application access.
• Time 20%: 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 15%: 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%: Participate in cross-functional teams as assigned. Conduct integration, testing, and documentation for projects assigned and within the Analyst's area of responsibility.
• Time 5%: Develop and maintain standard operating procedures, workflow procedures, among other tasks.
• Time 5%: Participate in disaster recovery, business continuity, and incident management configuration, maintenance, and testing.

EDUCATION

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

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

• Experience with software applications in the financial services industry is 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

WORKING RELATIONS/CONTACTS

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.

WORKING CONDITIONS

• Internal: Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is 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.
• External: Some travel and the ability to work remotely may be required; however, information on environmental conditions is not available.