User Services Analyst

DFCU Financial•Dearborn, MI

8d•Hybrid

About The Position

Join the DFCU Financial team today, and discover the benefits, rewards and development opportunities from one of the largest and best managed credit unions in the country. 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.

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

Benefits

Potential for a hybrid work schedule
401k plan match, dollar for dollar up to 4%
401k additional employer contribution after one year at 5%
Employee bonus program
Medical, dental and vision insurance effective date of hire
Health savings account (HSA)
Flexible spending accounts for medical and dependent care expenses
Adoption assistance for qualified expenses maximum $10,000 per child
Wellness initiatives and reimbursements
Pre-paid legal services plan
Identity protection plan
Accident supplemental plan
Short & long term disability plans paid for by company
Company provided basic life insurance of $50,000 plus supplemental for employee, spouse and child
Pet Insurance
Free financial planning assistance
Numerous fun employee events throughout the year
Volunteer and community engagement opportunities
Employee loan discounts (closed-end loans)
Service / anniversary awards
Employee discounts for company logo wear
Employee referral payouts for recruiting your friends and family
Paid lunch time
Tuition reimbursement / Education assistance
Ongoing training opportunities
Leadership development program
Paid time off
Paid holidays (13 per year)
Flexible scheduling for students