Digital Systems Analyst

Vermont Federal Credit Union•South Burlington, VT

23h•Onsite

About The Position

Vermont Federal Credit Union is seeking a Digital Systems Analyst for their South Burlington Operations Center. This role is crucial for providing technical support to both employees and members, managing vendor relationships, documenting processes, and actively contributing to the rollout and enhancement of digital products. The Digital Systems Analyst acts as a key resource for support and a collaborator on projects, aiming to boost member engagement, improve operational efficiency, and ensure the successful execution of digital initiatives.

Requirements

Three to five years of similar or related experience.
A bachelor's degree or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.
Strong interpersonal skills, confidentiality, and discretion requiring diplomacy and tact in communication.
Excellent verbal and written communication skills, and ability to organize and prioritize multiple tasks.
Proficiency in Microsoft Office skills.
Advanced Excel skill preferred.

Responsibilities

Provides timely, professional, and accurate technical assistance and case resolution to employees and members across phone, email, chat and in-person channels.
Documents and tracks all interactions to identify recurring issues and opportunities for process improvement.
Owns the case resolution process from initial request to completion, ensuring issues are resolved quickly and effectively.
Acts as a champion for the Credit Union’s digital services, educating members and staff on features and best practices to improve digital adoption.
Proactively assists with the identification of training and development requirements.
Trains various internal units on digital services/products and how to resolve technical support issues.
Designs, delivers, and evaluates training programs for internal teams, ensuring staff are equipped to provide high-level digital support.
Reviews and manages request tickets related to digital experience solutions.
Conducts research to fully understand the cause of issues and ensures the remedies provided by vendors are reasonable and timely; creates and manages vendor tickets when needed and escalates to vendors’ support/relationship managers when urgent or recurring issues arise for quick review and resolution.
Creates and maintains accurate support documentation, standard operating procedures, and help guides.
Prepares and distributes reports on digital service performance, member usage trends and issue resolution metrics to support leadership decisions.
Supports the rollout of new features and applications.
Actively participates in product pilots and testing for new digital banking products and services.
Supports the implementation of new features, applications and system upgrades.
Participates in pilots, quality assurance and user acceptance testing (UAT) to ensure functionality and member readiness.
Provides feedback and recommendations to improve the adoption and long-term success of digital products.