ITM Services Support I

MERITRUST CREDIT UNION•Broomfield, CO

1d•$23 - $29•Onsite

About The Position

The ITM Services Support I/II position is responsible for maintaining our ITM/ATMs digital and operational services across the organization. This position is responsible for managing day-to-day operations of our ITM fleet as well as implementing new digital ITM tools and features, ensuring optimal member experience. This role serves as a subject matter expert, assisting with system integrations, vendor relationships, testing, training and troubleshooting to drive innovation and digital growth.

Requirements

Associates degree or combination of education and commensurate professional experience preferred.
Demonstrated understanding of ITM hardware and software.
In-depth understanding of digital banking platforms and trends.
Knowledge of digital payment systems and financial technology solutions.
Familiarity with core banking systems and APIs.
Familiarity with ticketing systems and help desk software.
Knowledge of common office software and productivity tools.
General understanding of compliance requirements related to digital services (Reg E, BSA/AML, etc.).
2+ years of experience in IT support, digital banking or financial services, preferably in a credit union or banking environment.
Experience supporting or managing digital platforms (e.g., mobile apps, online banking systems).
Experience working with vendors and cross-functional teams.
Humility, empathy, hunger to learn, honesty, integrity, and transparency are required at all times.
Strong verbal, writing, and listening skills.
Strong technical troubleshooting and problem-solving skills.
Time management and multitasking abilities.
Proficiency in Microsoft Office, especially Excel and Teams.
Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and project management tools.
Ability to write and maintain support documentation and process workflows.
Comfortable with basic data analysis and reporting.
Excellent verbal and written communication skills, including the ability to explain technical issues in plain language.
Strong organizational skills and the ability to manage multiple projects simultaneously.
Ability to work independently and as part of a collaborative team.

Nice To Haves

Relevant certifications (e.g., Digital Banking Certification, ITIL Foundation, or CompTIA certifications) are a plus.
Basic knowledge of the Credit Union industry a plus.
Experience with core banking systems (e.g., Fiserv, Symitar, Corelation) is highly desirable.
Experience with remote support tools a plus
Prior involvement in system implementations or technology upgrades preferred.

Responsibilities

Provide first-level technical support for Interactive Teller Machine (ITM) systems using an industry-standard ticketing system.
Deliver both on-site and remote support, coordinating with internal teams and third-party vendors to resolve issues and maintain system performance.
Serve as the primary liaison with ITM vendors, managing installations, upgrades, maintenance, and issue resolution.
Monitor ITM system performance and availability to ensure optimal uptime, usability, and a positive member experience.
Perform and support testing, deployment, and quality assurance of ITM upgrades, patches, and new features.
Track, manage, and maintain ITM assets, including hardware, software, and licensing inventories.
Develop and maintain ITM documentation, procedures, and support resources.
Manage and communicate operational issues, including system, security, and cash-related concerns, ensuring timely resolution.
Participates on a Project Management team, supporting initiatives related to ITM installations, relocations, and decommissions, including planning and execution for new branch deployments.
Provide training and onboarding support for Technology Services staff to enhance ITM support capabilities.
Collaborate with the Technology Services team to support service continuity and issue resolution across the Infrastructure & Operations function.
Travel locally on a regular, weekly basis to support ITM operations and service needs.
Perform other duties as assigned.

Benefits

Comprehensive medical insurance plan
Dental and vision insurance
Generous paid-time-off
12 paid holidays
Annual bonus (discretionary bonus based on achievement of organizational scorecard results)
401(k) plan
Wellness program
Tuition assistance
Employee loan discount
Employee Assistance Program (EAP)
Life and disability coverage