Digital Banking System Owner

Skyla Credit Union•Charlotte, NC

2d•Onsite

About The Position

Under the direction of the VP Enterprise Project Management, the Digital Banking System Owner will manage the day-to-day administration and support of the digital banking platforms. The digital experience Skyla offers our membership plays a critical role in members’ experience and overall satisfaction with the credit union. The digital banking platform is always evolving, and this position will take on the responsibility of release management and the surrounding infrastructure that is in place to deploy releases. This role is the subject-matter authority on how digital banking functions and its connected ecosystem interacts with the digital banking system, and is expected to troubleshoot issues methodically, using vendor and internal documentation, before escalating. The System Owner also produces and maintains the documentation to ensure knowledge is properly distributed to the larger group.

Requirements

Bachelor’s degree required; an equivalent combination of education and relevant experience will be considered in lieu of a degree.
Three to five years of experience in software administration, digital banking platforms, product management, or vendor management required, including credit union or banking experience.
Working knowledge of digital banking platform functionality and architecture required, including how the platform integrates with ancillary systems via single sign-on (SSO) and APIs.
Comparable experience with another digital banking or fintech platform will be considered.
Demonstrated ability to isolate root cause using system logs, vendor knowledge bases, and technical documentation before escalating.
Experience producing clear technical or process documentation (runbooks, configuration guides, release notes) required.
Excellent communication and interpersonal skills and a desire to interact with members.
Self-starter with the ability to work independently.

Nice To Haves

Familiarity with Agile or product-ownership practices and tools such as Jira and Confluence preferred.

Responsibilities

Administer the Digital Banking platform and connected ancillary products day to day.
Coordinate with other departments so integrations stay reliable.
Maintain a working technical understanding of the digital banking system’s functionality and architecture.
Troubleshoot methodically: reproduce the issue, consult vendor and internal documentation, isolate root cause, then open a vendor ticket or escalate.
Create and maintain documentation for the digital channels environment, including troubleshooting guides and FAQs, release management (mobile and desktop), testing plans and runbooks, package assignment, and integration methods (API and SSO), so operational knowledge is captured and transferable.
Manage user roles and access on digital channel platforms.
Work with Compliance to grant appropriate access and audit administrative transactions for policy adherence.
Track and report key performance indicators as directed by management, including platform uptime/availability, ticket resolution time against SLA, and member adoption/satisfaction.
Serve as escalation support for frontline staff on digital banking and ancillary-product issues via phone, chat, email, and tickets (internal and external).
Submit and manage vendor tickets for digital banking platforms.
Track vendor SLA performance and notify management of any breach.
Own the release calendar for digital platforms.
Review release notes, assess impact on staff and members, follow established change-control and communication standards, and partner with Learning & Development so functionality and member-experience changes are communicated accurately.
Serve as the primary escalation point for release, outage, and SLA-breach decisions within defined authority.
Escalate decisions outside that authority to the VP of Enterprise Project Management.
Follow defined change-control and issue-resolution processes for all incidents and changes to the digital banking infrastructure.
Document changes and obtain required approval before implementation.
Define development requests from internal staff, including scope, business requirements, risks, and impact on the digital channels platform.
Implement new functionality and products on the Digital Banking platform.
Coordinate vendors and internal departments and lead implementation discussions for a controlled rollout.
Maintain a strong working knowledge of Symitar, core banking processes, applicable regulations, and basic Symitar PowerOn functionality to support digital banking operations and ensure the system continues to meet member needs.
Partner with the Fraud team to identify and address fraud issues involving digital platforms.
Contribute to and maintain the disaster recovery plan and post-disaster procedures, including working with vendors and the information technology group to resolve any issues.
Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy Act and the USA Patriot Act.
Perform job duties in accordance with the Credit Union's values, mission and vision.
Performs other duties as assigned.