IT Analyst I -Support

Performs complex analysis to troubleshoot operational and application issues, particularly those involving third-party business applications in production. Supports operational activities for various business units across the organization and provides application support for a wide range of banking systems, while maintaining the Credit Union’s commitment to delivering high-quality member service.

This position is hybrid.

NYC Salary Range: $82,000 - $92,000 annually: compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

• Maintain detailed working knowledge of various Credit Union business processes and applications/systems to provide technical and operational assistance to UNFCU staff.
• Assist in providing level I (Service Desk) support when request volume is high and address escalated tickets.
• Acquire the knowledge of new applications or operational processes that are targeted to specific business units.
• Monitor, assess, create, publish, and maintain documentation for any requested changes by the business units as well as notify all internal staff of requested changes.
• Function as level II support for systems and applications administered, supported, or managed by the IT Application Management group.
• Escalate incidents/potential problems to next level support or manager depending on nature of issue.
• Research and implement application/system parameters, versions and query designs, data access and table maintenance codes; develop procedures for maintenance and support of such.
• Responsible for generating reports for management and staff from various database sources in an efficient manner.
• Troubleshoot and resolve operations and application issues.
• Perform various quality assurance and quality control aspects as they relate to the operations and applications within UNFCU such as identifying and documenting problems within operations and recommending solutions.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on UNFCU Knowledge/Solution database to assist in problem resolution.
• Post Operations Alerts and Service Alerts based on incident or request.
• Provide various levels of support related to Business Continuity Planning for specific applications and business units.
• Cross-train designated personnel for back-up purposes.
• Participate in Credit Union training and development programs.
• Attend vendor conferences and present findings to IT department and business units.
• Follow UNFCU IT Service Management processes, policies and procedures.
• Perform additional responsibilities as assigned

• Critical system outages and system upgrades may require 24/7 coverage on short notice
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

• Bachelor’s degree in Management Information Systems or Computer Science
• Minimum 2 years of experience in a customer/IT help desk service environment
• Experience with loan or lending systems is required

• Experience in banking, financial services, or operations, including supporting software applications and systems.
• Strong technical skills with databases and reporting; familiarity with ITIL principles preferred.

• Strong analytical and problem-solving skills with excellent communication abilities and the capacity to manage multiple initiatives simultaneously.