Digital Banking Systems Analyst

Rockland Trust Company•Plymouth, MA

About The Position

Rockland Trust is seeking a Digital Banking Systems Analyst to join our Banking Operations team. The Digital Banking Systems Analyst supports the Bank’s digital banking platforms, including online banking, mobile banking, bill pay, and related internal and customer-facing applications. This position focuses on day‑to‑day system support, issue tracking, testing, documentation, and coordination with internal teams and third‑party vendors to ensure digital banking systems operate reliably and efficiently. The Digital Banking Systems Analyst works under the guidance of the Digital Banking Analyst Manager and collaborates closely with senior analysts, IT, various business units, and vendors to investigate system issues, support upgrades and enhancements, and contribute to digital initiatives. This role is well suited for a developing systems professional interested in building technical, analytical, and business knowledge within a financial services environment.

Requirements

Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent relevant work experience.
0–3 years of experience in digital banking, systems support, technology, financial services operations, or a related field.
Analytical and problem‑solving skills, with the ability to follow structured troubleshooting and testing processes.
Proven experience working with Excel and developing and maintaining various analyses and reporting tools.
Ability to communicate clearly and professionally with both technical and non‑technical audiences.
Ability to make objective observations, examinations, evaluations and recommendations.
Ability to work closely with peers and build strong partnerships with key stakeholders.
Ability to learn and work with new systems and tools.
Strong organizational skills and attention to detail, with the ability to manage multiple tasks.
Dependable, self‑motivated, and able to work both independently and collaboratively in a team environment.

Nice To Haves

Familiarity with online banking, mobile banking, or other customer‑facing digital applications.
Experience or exposure to system support, application testing, issue tracking, or vendor coordination.
Basic understanding of how systems integrate or exchange data (e.g., workflows, file transfers, or APIs).
Experience creating or maintaining process documentation, workflows, or training materials.
Interest in continuing career growth in digital banking, systems analysis, or financial technology.

Responsibilities

Provide operational support for customer‑facing and internal digital banking systems, including online and mobile banking platforms.
Review, prioritize, document, and manage digital banking support cases to ensure timely resolution and clear communication.
Assist with troubleshooting system issues by gathering information, researching system behavior, testing scenarios, and documenting findings.
Open, track, and follow up on cases with vendors, ensuring issues are clearly documented and resolved.
Collaborate with the Digital Banking Systems Analyst team, IT, business units, and vendors to support system fixes, enhancements, and maintenance activities.
Participate in system testing, including user acceptance testing (UAT) and post‑implementation validation, for upgrades, fixes, and new features.
Support regularly scheduled system upgrades, purges, and maintenance activities to keep platforms current.
Document procedures, workflows, issue resolutions, and reference materials to support internal knowledge sharing and support consistency.
Assist with preparing routine reports related to system performance, issue trends, and operational metrics.
Respond to digital banking‑related inquiries or correspondence, verbally and in writing, in a professional and compliant manner.
Follow internal policies and procedures and support compliance with applicable state and federal regulations.
Identify recurring issues or trends and share observations that may support future system or process improvements.
Participate in training and development activities to build knowledge of digital banking systems and related tools.