Digital Operations Analyst

First Bank•Cary, NC

1d•Onsite

About The Position

The Digital Operations Analyst supports the reliability, performance, and continuous improvement of First Bank’s digital banking platforms and services. This role analyzes digital channel operations, service performance, operational trends, and customer impacting activities to identify opportunities that improve platform effectiveness and enhance customer experience. Working closely with IT, Development, Risk Ops, Security, Support, and vendor partners, the Digital Operations analyst serves as a liaison between business and technical stakeholders to support effective administration of digital banking platforms including online banking, mobile banking, and digital payment services. The role is responsible for developing operational reporting, analyzing service requests and incident trends, coordinating issue resolution efforts, and providing recommendations that support strategic decision making, operational scalability, and the successful delivery of digital banking initiatives.

Requirements

Bachelor’s degree with a minimum of 3 years in financial services or fintech experience or the equivalent combination of education and experience.
Work experience should consist of 3-5+ years of experience in digital banking, banking operations, financial services, Fintech, or related digital platform support roles.
Experience supporting digital banking platforms, online banking systems, or digital payment services within a financial services environment.
Demonstrated ability to analyze operational data, identify trends, evaluate business impacts, and recommend process improvements that enhance service delivery and operational effectiveness.
Working knowledge of digital banking services including online banking, mobile banking, bill pay, mobile deposit, and digital payment solutions.
Familiarity with banking operations and digital banking technology environments.
Experience working with service management or workflow platforms (ServiceNow or similar systems preferred).
Ability to interpret operational data and translate findings into actionable recommendations that improve performance and efficiency.
Strong analytical and problem solving abilities with a proactive approach to identifying operational improvements.
Excellent organizational and project coordination skills with the ability to manage multiple priorities and deadlines.
Effective verbal and written communication skills with the ability to collaborate across technology, operations, and business teams.
Detail-oriented with a commitment on operational excellence and continuous improvement.
A valid driver’s license is required.
Must have the ability to stand, walk, sit and use hands and fingers.
Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.
Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.
Must be able to pay close attention to detail and be able to work as a member of a team.
Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.
Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Nice To Haves

ServiceNow or similar systems preferred.

Responsibilities

Analyze digital banking platform performance, service activity, incidents, operational trends, and customer-impacting issues to identify root causes, recommend solutions, and drive improvements that enhance reliability, efficiency, risk management, and customer experience.
Develop and maintain operational reporting, dashboards, metrics, and analyses that provide visibility into digital channel performance, service delivery, platform utilization, and emerging operational trends.
Evaluate operational workflows, controls, service processes, documentation, and automation opportunities; synthesize operational data and business needs into actionable recommendations that improve efficiency, scalability, service quality, and operational effectiveness.
Coordinate the implementation of approved process improvements, workflow enhancements, case management improvements, and automation initiatives in partnership with technology, operations, support teams, and business stakeholders.
Manage and monitor digital operations service requests, incidents, and service-level performance, coordinating resolution efforts, escalating issues as appropriate, and ensuring operational impacts are minimized.
Serve as the primary operational liaison for assigned digital banking vendors and service providers, driving issue resolution, evaluating solutions, validating outcomes, and recommending enhancements that support business objectives and platform performance.
Develop and maintain operational standards, governance documentation, and best practices that support consistent, scalable delivery of digital banking services.
Provide operational analysis, testing coordination, readiness support, and subject matter expertise for digital banking initiatives, platform upgrades, vendor integrations, system releases, and new digital capabilities.
Serve as a liaison between Digital Operations, Technology, Support, business partners, and vendors while acting as a subject matter expert for assigned digital products and services.
Completes annual compliance courses.
Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
Adheres to our Service Excellence standards and promotes their implementation with peers and associates they support.
Performs other duties as required.