IT Business Support Representative
The IT Business Support Specialist serves as the system expert on internal software applications and business units that those software applications support. Responsible for core system operations, maintaining core system security and training, as well as support for other internal applications.
The position is based remote (Denver Metro area only) and requires the flexibility to work onsite based on department needs.
Base schedule is M-F 9-5 plus flexibility to work some Saturdays and after hours.
Compensation based on experience and internal company equitability.
Hourly Range: $22.02-$27.51
ESSENTIAL DUTIES/ RESPONSIBILITIES
Includes the following: Other duties may be assigned and may include special projects
Provide support, training and testing for all credit union users involving the core banking system, including daily and month end processing duties.
Responsible for maintenance and troubleshooting of application systems that make up the on-going business operations of the credit union.
Collaborate with business stakeholders in design of processes and systems, evaluate and recommend options, model requirements to define the best possible solutions.
Analyzes IT capacity, vendor capabilities, and business processes to suggest improvements, propose automation, to streamline business intelligence and decision processes.
Help ensure the credit unions change management process is applied consistently which includes working closely with all departments across the credit union involved in the change management process.
Create and manage reports and that help maintain back-office processes.
Develop and maintain up to date documentation of procedures for daily, monthly, quarterly and year end operations, and the cross training of those procedures in a team environment.
Help with daily processing of credit union OFAC procedure and processes as well as Content Management System processes.
Aid in the maintenance of the user accounts on the network and telephone system.
Assist in Disaster preparedness testing and recovery plan and implementation.
Performs special projects or other related duties as needed
- Efficient with keyboard and computer and quick learner on all software and websites. Strong working knowledge in utilizing MS Word, Excel, PowerPoint Outlook, & Teams. Effective use of virtual meeting programs.
- Excellent interpersonal and customer service skills
- Excellent telephone and people skills.
- Scheduling skills, oral and written communication skills
- Ability to explain technical issued to technical and non-technical employees.
- Excellent time management and organization skills
- Ability to multitask and prioritize.
- Technically inclined to learn a wide variety of applications quickly
Duties and Tasks
Duties and tasks are varied and often not standardized. Works on assignments that not routine in nature where the ability to recognize deviation from accepted practice is required.
Supervision Given and Received
This role has no supervisory/managerial responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed within are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Skills/ Knowledge:
In addition to requirements and competencies already listed.
- Preferred knowledge of CU Prodigy (core system)
- Database and SQL reporting experience preferred
- Strong testing and verification skills
- Knowledge of PC hardware and operating systems
- DocuSign knowledge a plus.
- Any other IT experience preferable including Windows Active Directory, DNS and DHCP
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, complex data, interpret complex research material, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before external auditors, members, and employees of organization.
Ability to work with mathematical concepts as applicable to the position. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Daily responsibilities are relatively simple in nature, requiring some analysis or research to determine the best solution. Role requires job/industry-specific training and may require practical application for competence. Works within existing procedures and structured work assignments.
Organizational Restraint/ Organizational Authority
Has little or no noticeable authority to make decisions that could impact overall organizational goals and/or objectives. The impact of the job would generally affect the service or product which an individual member would receive. Does not have budgetary responsibilities and is not authorized to make decisions that would commit or jeopardize company assets. Moderate supervision and inspection of work. Errors require minimal research to detect and resolve. Policies and procedures limit the potential for a mistake. Loss of time is generally the greatest concern with minimal financial losses.
Procedures, job standards, and specific policies direct most decisions and actions. Minimal room for discretion. Actions are usually limited to choosing between two or three known options.
Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts require ordinary courtesy in providing assistance and information.
Certificates and Licenses
(1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
- At least three years of experience in providing IT support and/or business analysis functions is highly preferred.
- Experience working in the banking/credit union industry is preferred.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The IT team works under a telecommute/remote work structure and is required to meet all provisions of the Remote Work Agreement. Every employee must be prepared to report to the credit union to meet the needs of the position and the credit union.
Essential duties are performed in a general office work environment and prolonged periods sitting at a desk and working on a computer, calculators, copiers, and other business office machines and equipment. Essential duties may also involve occasional kneeling, squatting, bending, walking, crouching, stooping, and lifting to 30 pounds to move credit union equipment or stack credit union files and records. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: Remote work staff must have available a home workspace that meets the confidential, physical, environmental, safety, and security requirements of the role. Refer to the Remote Work Agreement regarding the requirements of the remote workspace.
Performance Expectations and Measures
Perform technical, software and user support duties accurately and timely, including the timely communication of any resolution or other pertinent information, the expected time to complete and the notification of completion to staff, vendors, etc.
Acquire and maintain adequate knowledge levels of the technology, systems and software and the credit union to best support the credit union and end user needs to best serve end user needs and best serve the members.
Work closely with vendors to monitor their support and management provided.
Provide supplemental onsite support to staff when necessary.
Follows core system release schedules and tests all system changes and updates to make sure all updates are working as expected.
Proactively update IT procedures when needed to accurately reflect all tasks as performed.
Maintain credit union application security as well as physical security. Assist in credit union cyber security program
Project a positive attitude of support and flexibility to all users. Also show unwavering commitment to the credit union mission, and direction.
Perform and assist in application patching and software updates. Maintain the ability to work some after-hours and Saturdays when needed.
Accountable and responsible to complete all tasks as they are assigned in a timely matter.
To effectively ensure BSA compliance within the area of responsibility.
To demonstrate an understanding of and follows established policies, practices, and regulations, including those defined by the Safe Act, BSA, Red Flag, Safety and all other regulatory and other designated programs and regulations. The ability to observe and correct areas of non-compliance and assist the organization in meeting defined standards and requirements.
This Job Description is not a complete statement of all duties and responsibilities comprising this position and is subject to changes based on the needs of the department.
Zing Credit Union is an equal opportunity affirmative action employer (EOE)