IT Operations Support Analyst

Mission Valley Bank•Burbank, CA

2d•Onsite

About The Position

Mission Valley Bank is seeking a fun, collaborative, and dynamic IT Operations Support Analyst to join their valued, talented, and proven team. This full-time, onsite position in Burbank, CA, reports to the IT Manager and provides day-to-day technical assistance to end users. The role involves managing incoming service requests and incident tickets, ensuring timely resolution or escalation of issues, and supporting the health of banking systems and applications, including CORE (Fiserv Premiere) and intranet (SharePoint). The IT Operations Support Analyst will be critical in ensuring system reliability, performance, and alignment with business needs, while fostering collaboration and championing continuous improvement.

Requirements

Bachelor's degree in computer science or technology related field
3 years of IT/help desk experience required
Banking or financial institution experience required
Excellent knowledge of applications, integrations and data management
Ability to communicate at all levels
Good verbal and written communication skills
Ability to interact with all levels of clients, staff, and management
Ability to work independently with limited direction from supervisor
Ability to work successfully in a deadline driven environment
Excellent attention to detail and accuracy
Good organizational, research and follow-up skills
Strong PC skills (system knowledge)
Proficiency in Excel and Word

Responsibilities

Serve as the primary point of contact for all IT-related issues related to access, troubleshooting, and service requests.
Troubleshoot and resolve Level 1 issues related to workstations, peripherals, and basic network connectivity.
Log, track, prioritize, and manage support tickets from initial request through resolution, ensuring accurate documentation and timely communication.
Escalate complex or unresolved issues to IT team, managed service providers, or vendors as appropriate.
Identify recurring issues and recommend improvements to reduce future incidents.
Manage the Bank's IT asset inventory, including laptops, peripherals, mobile devices, and related equipment throughout their full lifecycle.
Prepare, image, configure, deploy, and document IT equipment for new hires in coordination with HR and hiring managers.
Replace, troubleshoot, and coordinate repair or decommissioning of broken, damaged, or obsolete IT assets.
Maintain accurate asset records, including assignment, condition, location, warranty status, and return of equipment during employee offboarding.
Serve as the main point of contact for all FISERV Premier applications. Monitor, support and maintain Fiserv, Ancillary Fiserv and relevant apps, modules, and teller systems for both the Bank's employees and FISERV.
Become the Subject Matter Expert (SME) on Fiserv Premier as it relates to the Core, Specifications, Integrated Teller, and Payments Exchange to get the most out of these programs for efficiencies and information.
Manage the change and upgrades process, including planning, deployment, testing, maintenance, upgrades, support.
Routine review of data stored in the system to ensure accuracy and integrity of information.
Evaluate and implement application enhancements or replacements to optimize business performance.
Document system configurations, workflows, and procedures.
Monitor and enforce data governance, application security, and compliance standards.
Train end users on system best practices and new features/functionality of the system.
Understand roles and assignments in each application/system.
Assist IT Manager with non-routine or complex technological matters.
Bring any suspicious activity to the attention of a supervisor, or the Bank Secrecy Act Officer.
Follow all Bank policies and procedures to ensure compliance with all laws and regulations.
Understand and adhere to regulatory guidelines including but not limited to FCRA, BSA, GLBA, etc. as the regulations pertain to the employee's job function.
Embrace MVB's core values ACCEPT, show respect for cultural differences; promote working environment free of harassment of any type; support a diverse workforce and affirmative action.
Maintain up to date knowledge and may train others on products, services, departmental systems, and related technology, policies and procedures.