System Operations

1 week ago

Houston, United States Members Choice Credit Union Full time
GENERAL JOB DESCRIPTION:

The System Operations & Support Specialist administers critical, enterprise processing systems and provides overall support for system end-users. This includes working closely with vendors and MCCU IT Department to test, debug, upgrade, and resolve issues in various test and production environments with a focus on automation and integration to ensure Organizational scalability. The Specialist is also responsible for ensuring various enterprise systems are continually optimized to increase productivity and/or reduce operational costs. Also assists with special projects, audit remediation tasks, and third-party due diligence reviews. Creates and maintains manuals, job aids, procedures, guidelines, and other documentation for system end-users; responsible for assisting with implementation of the Organization's strategic initiatives and departmental priorities.

DUTIES & RESPONSIBILITES:
  • Administer critical, enterprise and departmental processing systems, which includes maintaining appropriate user access and permissions & authorizations commensurate with job duties; promptly disables former employees' system access. Includes user administration and content creation for various MCCU SharePoint sites.
  • Communicate system outages and other, critical events to end-users using effective change management principles and preferred communication method(s). Ensure other staff members, including COO and Executive Leadership Team (ELT), are aware of the change, when appropriate.
  • Coordinate projects to improve system and operational efficiencies and to reduce costs. Communicate changes to end-users and other staff members. Assists or leads special projects and audit remediation tasks, when necessary.
  • Develop and maintain relationships with internal IT Department employees, vendors, suppliers, and other external partners. Focus on automation and integration to create operational efficiencies.
  • Assists department manager with third party due diligence reviews.
  • Analyze data to identify trends, patterns, and insights that can be used to improve operations, reduce errors, and drive growth. Perform and document root cause analysis on system disruptions, when necessary.
  • Analyze credit union processes and procedures to ensure they meet all required state and federal regulations. Recommend and implement changes, as needed.
  • Serve as a resource for system end-users; provide training when necessary.
  • Provide support to management where process or procedure interpretation is needed.
  • Create, periodically review, and maintain procedures, guidelines, etc., for all branch related, operational functions; post on various SharePoint sites. Ensure sites are easily searchable and obsolete procedures, documents, etc., are properly archived.
  • Test various applications, systems, and established procedures after system upgrades to ensure proper functionality; periodically test on an ongoing basis to ensure systems are working as designed.
  • Assist with development of training materials, when necessary. Periodically observe training sessions to ensure material is interpreted correctly; answer questions as they arise.
  • Prioritize and manage multiple assignments and priorities simultaneously; follow through on issues in a timely manner.
  • Provide support to other MCCU teams, as needed.
  • Stay up to date on industry rules and regulations; update and re-modify systems and written procedures due to changes in or newly adopted regulations. Communicate changes effectively.
  • Represent MCCU professionally in all interactions with members, sponsor organizations, vendors, other financial institutions, and similar groups.
  • Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
  • Proficient in Microsoft Office programs including Outlook, Word, Excel, PowerPoint, and SharePoint
  • Basic knowledge of products, programs, services, rules, and regulations related to banking industry.
  • Understand various business systems, products, programs, services, and business processes throughout the Organization.
  • Strong organizational and planning skills, detail oriented.
  • Strong sense of responsibility and accountability; proven ability to take initiative and ownership.
  • Critical thinker and problem solver.
  • Excellent interpersonal, verbal, and written communication skills; a significant level of trust, diplomacy, courtesy, and tact is required.
  • Proven ability to work effectively with multiple departments and stakeholders.
  • Clearly articulate ideas and concepts using straightforward language and avoiding jargon. Tailors the complexity of information presented based on the audience's background and expertise.
  • Provide friendly, prompt, professional, and accurate support to all internal and external members.
  • Able and willing to work in a fast-paced, collaborative, productive work environment; ability to organize and coordinate multiple, concurrent tasks and projects.
  • Process improvement and implementing operational efficiencies to ensure organizational scalability.
  • Successful time management skills
  • Ability to work with minimal supervision.
  • Maintains a dependable record of attendance and timeliness.
  • Professional office appearance
EDUCATION & EXPERIENCE:
  • Three (3) or more years in banking; member service experience preferred; software application experience a plus
  • College education preferred but not required
  • Symitar and Meridian Link experience a plus
PHYSICAL/MENTAL REQUIREMENTS:

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.
  • While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
  • The vision requirements include close vision and ability to adjust focus.
  • The mental demands include detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
  • Nature of position requires physical mobility and ability to lift a minimum of 20 pounds.
  • Must have flexibility to deal with changing work hours and locations as needed.
  • Ability to travel to all branches on a regular basis.
  • Ability to work nights, weekends, and holidays, if necessary, during system conversions, upgrades, business disruptions, or similar activities

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