Business Systems Support Analyst

Bank of New England•Salem, NH

3d•Onsite

About The Position

Bank of New England is hiring a full-time, on-site Business Systems Support Analyst in Salem, New Hampshire, to support the applications and technology systems used by bank employees. The role focuses on maintaining and supporting existing systems rather than developing software or building new systems. The analyst assists employees with system questions, troubleshoots application issues, manages user access, supports banking applications and operational processes, and coordinates with internal teams and external vendors when needed. The role also includes maintaining reports and documentation, helping test updates and configuration changes, supporting audits and regulatory examinations, and following security and compliance procedures. This position offers hands-on experience with business systems in a banking environment and opportunities to develop technical and business knowledge alongside experienced team members. Remote and hybrid arrangements are not available.

Requirements

High school diploma or GED.
Some experience in desktop support, application support, technical troubleshooting, or a related field.
Basic understanding of computer systems, business applications, user accounts, and access permissions.
Familiarity with Microsoft Office, particularly Excel.
Strong troubleshooting and problem-solving skills.
Good organizational skills and attention to detail.
Clear written and verbal communication skills, including the ability to explain technical information to non-technical users.
Willingness to learn new systems, applications, and business processes.
Ability to manage multiple requests, follow established procedures, and escalate issues when necessary.
Ability to work full-time on-site at the bank’s Salem, New Hampshire location.
Current authorization to work in the United States without employer sponsorship now or in the future.
Ability to sit, stand, and walk for extended periods; use computers, telephones, and standard office equipment throughout the workday; and lift and/or move up to 25 pounds.
Completion of required background and credit checks is a condition of employment.
Compliance with the bank’s Code of Conduct, Information Security Program, confidentiality requirements, and applicable regulatory standards.

Nice To Haves

Associate’s or bachelor’s degree in Information Technology, Computer Information Systems, Business, or a related field.
Experience supporting business applications or managing user access and permissions.
Familiarity with Microsoft Excel, reporting tools, or basic data analysis.
Previous experience in banking, financial services, or another regulated business environment.
Exposure to core banking systems, online banking platforms, or other financial applications.
Experience communicating with external software vendors or submitting and tracking support tickets.

Responsibilities

Provide day-to-day support for employees experiencing issues with business applications and banking systems.
Troubleshoot system problems, investigate error messages, identify practical solutions, and escalate complex issues to internal IT teams or external vendors.
Administer user accounts, including access requests, permission updates, password resets, account lockouts, and new employee access.
Maintain user access and settings for core banking applications and online banking platforms.
Document reported issues, troubleshooting steps, resolutions, system activities, requests, and related records.
Follow up on open support requests to help ensure timely resolution.
Learn and support existing core banking systems and related applications.
Assist with administrative tasks involving online banking, ACH and wire services, remote deposit capture, and other banking tools.
Maintain system settings, user permissions, and operational configurations according to established procedures.
Research system functionality and help employees with application features and processes.
Prepare, update, and maintain recurring operational reports using Microsoft Excel and other reporting tools.
Organize information, research basic business questions, verify data accuracy, investigate discrepancies, and provide reports to internal teams.
Assist with system updates, testing, configuration changes, upgrades, new features, and other technology initiatives.
Follow test instructions, document issues identified during testing, and communicate findings to relevant team members.
Communicate relevant system and process changes to employees and track assigned tasks with internal teams and vendors.
Maintain clear, accurate, and current system documentation, procedures, reference materials, and employee instructions.
Follow established workflows, identify opportunities to simplify routine tasks, and help employees use applications and complete system-related processes.
Handle confidential information responsibly and follow information security, access-control, bank policy, and procedural requirements.
Complete required training and assist with gathering system information and documentation for internal audits, external audits, and regulatory examinations.
Collaborate with the Business Systems Manager, internal departments, IT resources, and external technology vendors.