User Services Analyst

DFCU Financial•Dearborn, MI

About The Position

The Opportunity: We are seeking a full time User Services Analyst to join our team. This role, under minimal supervision, the will act as a central point of contact for incidents, problems, requests, and questions. Identify, analyze, and resolve problems to eliminate recurrence, utilizing electronic tracking databases. Monitor production core system and job schedule requirements, monitor the data center environment, respond to operational issues, and initiate resolution. Requires knowledge of commonly used concepts, practices, and procedures within the credit union. Schedule: During training, the shift will be 9am - 5pm and then once completed, transition to an afternoon shift from 1-9pm. What You’ll Do: Receive incoming requests and problems via telephone, e-mail, voicemail and direct contact. Initiate incident tickets, provide first line resolution, and route tickets to appropriate second line personnel when necessary. Research assigned support tickets and problems using tools available to determine their cause and develop a solution. Provide problem descriptions and supporting documentation that are both concise and accurate. Monitor electronic channels and ATM system to ensure member access; report and ensure faults are corrected in a timely manner. Adhere to current operating priorities, procedures, standards, and techniques. Monitor and recognize system problems, perform documented diagnostics, and initiate notification and resolution; escalate when necessary. Ensure job schedule requirements are met, and document operational information in shift logs and reports. Receive, send, and process files. Monitor environmental conditions in the data center. Perform system testing as required. Adhere to established security policies and procedures. Ensure physical security of the data center by authorizing visitors and questioning unusual activity in the computer room. Ensure documentation is accurate by initiating changes. Occasional travel for training, conferences, and disaster recovery of offsite equipment support. On call support 7x24 with 30-minute response, as required What You’ll Need: Associate degree in related field or equivalent education or work experience. Two years’ experience with operating systems; experience in a data center environment preferred. Two years’ experience with MS Office suite. One year experience with SharePoint or other groupware solutions. One year experience with Internet browsers, e-mail clients, and automation software. Ability to understand the flow of production programs and processing. Ability to manage multiple concurrent tasks in an organized manner. Proficient in Microsoft 365. Demonstrated analytical and problem-solving skills. Able to initiate and embrace change. Excellent interpersonal skills, including written and verbal communication, and ability to work in a team environment.

Requirements

Associate degree in related field or equivalent education or work experience.
Two years’ experience with operating systems; experience in a data center environment preferred.
Two years’ experience with MS Office suite.
One year experience with SharePoint or other groupware solutions.
One year experience with Internet browsers, e-mail clients, and automation software.
Ability to understand the flow of production programs and processing.
Ability to manage multiple concurrent tasks in an organized manner.
Proficient in Microsoft 365.
Demonstrated analytical and problem-solving skills.
Able to initiate and embrace change.
Excellent interpersonal skills, including written and verbal communication, and ability to work in a team environment.

Responsibilities

Receive incoming requests and problems via telephone, e-mail, voicemail and direct contact.
Initiate incident tickets, provide first line resolution, and route tickets to appropriate second line personnel when necessary.
Research assigned support tickets and problems using tools available to determine their cause and develop a solution.
Provide problem descriptions and supporting documentation that are both concise and accurate.
Monitor electronic channels and ATM system to ensure member access; report and ensure faults are corrected in a timely manner.
Adhere to current operating priorities, procedures, standards, and techniques.
Monitor and recognize system problems, perform documented diagnostics, and initiate notification and resolution; escalate when necessary.
Ensure job schedule requirements are met, and document operational information in shift logs and reports.
Receive, send, and process files.
Monitor environmental conditions in the data center.
Perform system testing as required.
Adhere to established security policies and procedures.
Ensure physical security of the data center by authorizing visitors and questioning unusual activity in the computer room.
Ensure documentation is accurate by initiating changes.
Occasional travel for training, conferences, and disaster recovery of offsite equipment support.
On call support 7x24 with 30-minute response, as required