Platform Support & Quality Assurance Analyst
About The Position
The Platform Support & Quality Assurance Analyst is responsible for the day-to-day support, monitoring, testing, analysis, implementation, and optimization of the credit union’s digital platforms, member-facing applications, and technology solutions. This role acts as a key liaison between business users, technical teams, branch operations, and third-party vendors to ensure systems operate efficiently, securely, and in alignment with organizational and member needs. You will play an integral role in quality assurance, issue resolution, platform enhancements, implementation support, and continuous improvement initiatives that enhance both the member and employee experience.
Requirements
- Diploma or Bachelor’s Degree in Information Systems, Computer Science, Business, or a related field preferred.
- Minimum 2–4 years of experience supporting, testing, implementing, or analyzing enterprise platforms, digital banking applications, or technology systems.
- Strong analytical, troubleshooting, and problem-solving skills.
- Understanding of digital banking platforms, system integrations, platform architecture, and data flows.
- Strong technical aptitude and proficiency with software applications, SaaS platforms, and digital technologies.
- Ability to communicate technical concepts effectively to non-technical stakeholders.
- Excellent organizational and project coordination skills with the ability to manage multiple priorities.
- Strong interpersonal and collaborative skills with a commitment to service excellence.
- Excellent written and verbal communication skills.
- Strong attention to detail and commitment to accuracy, governance, compliance, and continuous improvement.
- Candidates must be bondable under a fidelity bond policy (includes a criminal and credit check).
Responsibilities
- Coordinate and execute quality assurance (QA) activities for digital banking platforms, member-facing applications, and Innovation-supported systems.
- Conduct system testing, user acceptance testing (UAT), regression testing, and post-implementation validation.
- Identify, document, troubleshoot, and escalate defects, system issues, and enhancement opportunities.
- Assist with platform upgrades, releases, and enhancements to ensure stability and minimal operational disruption.
- Provide daily operational support for assigned platforms, applications, and Innovation-supported systems.
- Troubleshoot and resolve platform-related issues impacting members or employees.
- Manage support requests, incidents, and issue tracking through ticketing or service management systems.
- Act as a primary contact between Innovation, business units, branches, and external vendors for support and issue resolution.
- Coordinate with third-party vendors and managed service providers to investigate issues, implement fixes, and optimize performance.
- Support the implementation and rollout of digital initiatives, software applications, platform enhancements, and technology solutions.
- Assist with implementation planning, deployment coordination, testing activities, and post-launch support.
- Support change management activities, communication plans, and user readiness initiatives.
- Assist with training branch and department staff on platform functionality, updates, and operational processes.
Benefits
- Health and dental coverage
- Sick time
- Defined Contribution Pension Plan & Group Retirement Savings Plan with up to 9% employer contribution
- Three weeks’ vacation to start
- Four personal days
- Two volunteer days each year
- Tuition reimbursement
- Training opportunities
- Career progression pathways
- Annual fitness and clothing allowance
- Reduced employee loan and mortgage rates
- No service fees on banking transactions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
