Digital Banking Systems Support Analyst

Overview

The Digital Banking Systems Support Analyst supports the Bank's digital banking technology platforms. This role ensures reliable system performance, issue resolution, platform administration, and operational support for internal users. The position serves as a key liaison between business units and technology vendors to support platform functionality, enhancements, and ongoing system performance.

Responsibilities

• Support assigned digital banking and related banking technology platforms, including system configuration changes, account research, and issue resolution.
• Support platform configuration, administration, and issue tracking for assigned systems.
• Manage support tickets and work with vendors (such as Fiserv, Glia and Q2) to resolve system issues and service requests. Handle routine and complex support issues and operational requests, utilizing sound judgment to involve vendors and internal stakeholders when necessary to achieve resolution.
• Maintain detailed procedures, system documentation, and operational records.
• Partner with internal teams to identify, troubleshoot, and resolve operational and system-related issues.
• Escalate system outages and critical issues impacting internal users and the availability, functionality, or performance of digital banking platforms.
• Support audit, compliance, risk management, and information security requests related to assigned platforms.
• Manage and communicate vendor releases, platform enhancements, and system changes. Coordinate implementation activities and communicate the operational impact of significant updates.
• Assist with the testing, validation, and implementation of platform updates, enhancements, and system changes.
• Support test environments where new products, services, integrations, and enhancements are evaluated prior to production deployment.
• Collaborate with vendors and internal stakeholders to support platform improvements and enhancement opportunities.

Qualifications

• High school diploma or equivalent required; bachelor's degree in related field preferred.
• Minimum of 2 years of banking operations, digital banking, platform support, systems support, or related experience required.
• Experience supporting Fiserv Premier required.
• Experience supporting digital banking technology core system preferred.
• Experience managing vendor relationships and third-party support cases preferred.
• Experience assisting with system testing, platform upgrades, and change management activities.
• Proficiency in Microsoft Office applications including SharePoint required.
• Strong attention to detail.
• Excellent written and verbal communication skills.

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Perform routine and typical tasks of an office such as typing, taking notes, reading/reviewing, computer work, filing, copying, answering phones, etc. that may require employee to view, stand, stoop, kneel, or crouch and lift.

The successful candidate will be required to prove on the first day of work that they are legally authorized to work in the U.S. The Bank will not sponsor a candidate for a visa or for work authorization.

COMPENSATION:  $50,000 to $75,000 annually