Junior Digital Experience Analyst

United Federal Credit Union • Saint Joseph, MI

4d • Hybrid

About The Position

The Junior Digital Experience Analyst is responsible for supporting the ongoing operations and the member experience of the digital delivery channel, including but not limited to online/mobile/voice banking, and other critical user-facing systems. The Analyst interacts with various internal management and IT staff, as well as with internal users. This position will also assist with smaller deployments, upgrades, and installations. The Analyst will rely on instructions and pre-established guidelines to perform the functions of the job.

Requirements

• Associate degree in computer science, Business Administration, or related field required, or 1 year related work experience required.
• 2 or more years of experience supporting, configuring, and troubleshooting software or hardware applications or systems.
• Minimum of 1 year financial services or financial technology experience required.
• Experience in quality control, application testing, validation, and remediation.
• Experience with software applications in the financial services industry is considered valuable.
• Intermediate level of experience with each of the following: Android operating systems, Windows-based operating systems, Apple-based operating systems; Internet browsers including Internet Explorer, Firefox, Safari, and Chrome.
• Ability to develop support documentation or standard operating procedures.
• Application testing and/or quality assurance experience.
• Must have demonstrated communication skills and an effective, positive approach to staff relationships.
• Generates new ideas/approaches to solving problems and/or alternative solutions.
• Can effectively learn diverse business systems; how they function and can apply that knowledge into benefits to better serve the organization.
• Works effectively as part of a team and independently, requiring minimum supervision.
• Ability to adapt to change in a fast-paced environment.
• Must possess a high degree of technical expertise in the software and hardware facilities commonly used in the organization.
• Must possess a strong ability to analyze problems and prioritize urgency based on the risk of the problem to the organization.
• Ability to identify, analyze, present, and determine solutions to a variety of technical projects and problems.
• Ability to use good judgment and make sound decisions quickly.
• Ability to work under pressure.
• Proven problem-solving abilities.
• Ability to analyze and juggle multiple tasks and determine priorities.

Nice To Haves

• One industry leading technical certification relevant to the job is preferred, i.e., CompTIA, Microsoft, Database, ITIL.
• Technical knowledge of API’s, Web Services, and XML is a plus.

Responsibilities

• Act as second level support for incoming incidents and requests and ensure each is addressed in accordance with the documented service level agreements.
• Administer and maintain end user accounts, permissions, and access rights for digital banking application access.
• Perform periodic system maintenance, including but not limited to archiving files, database cleanup and maintenance, auditing of user permissions, standardized regression testing of application upgrades and patches.
• Maintain and monitor tasks associated with the ITIL framework including but not limited to; service level availability, process metrics, implementing approved change requests, among other tasks.
• Participate in cross-functional teams as assigned. Conduct integration, testing, and documentation for projects assigned and within the Analyst's area of responsibility.
• Develop and maintain standard operating procedures, workflow procedures, among other tasks.
• Participate in disaster recovery, business continuity, and incident management configuration, maintenance, and testing.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree