Systems Analyst II

COMPANY PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members' financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with over 11 branch locations throughout Delaware. It is an organization that also embraces the community it serves. 

In addition to being Delaware's largest credit union, Del-One has been recognized as a "Top Workplace" and "Best Credit Union" for consecutive years. Del-One is strategically positioned to deliver on the organization's brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.  

POSITION PURPOSE

This is a more seasoned frontline support role that represents the technology group at all levels across the organization. Assists in the proper management, backup, and security of credit union technologies. Provides first and second level technical support to credit union employees across the enterprise. Acts as a liaison between Information Technology and Enterprise Solutions departments. Researches and resolves software and network problems within the entire infrastructure. Serves as a project lead, coordinating projects with management, employees, and vendors. This role will utilize a high level of internal customer support skills which will greatly impact the employee's / user's respect and appreciation or technology within the organization. 

Requirements

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for providing general system support.

• Provides technical support related to the credit union's core processing system and related ancillary applications.
• Monitors production activities according to established processing schedules and resource availability.
• Acts as a technical liaison between users, vendors, Information Technology and Enterprise Solutions.
• Assists Del-One project managers implementation of in-house and hosted systems.
• Assists with application enhancements including release loads, software upgrades, and user acceptance testing.
• Assists with ongoing maintenance for credit union networking equipment and system integration. 
• Adheres to Del-One's Change Management process for all changes related to administered systems.

Assumes responsibility for performing timely and effective user support services.

• Serves as an information resource for users on all internal Del-One systems.
• Assists with development of procedures, process documents, diagrams and guidelines related to credit union systems.
• Provides back-up support to other Information Technology staff when necessary
• Ensures that users are kept informed of all system updates, which are fully tested before moving to production environment.
• Remains knowledgeable of operations and the computer systems within various departments to provide comprehensive user support in resolving problems and answering questions associated with any system or core competent.
• Keeps abreast of state-of-the-art hardware and software developments. Recommends new technologies that enhance the efficiency and security of the network infrastructure.
• Works as a team player with other staff to ensure connectivity and compatibility between systems.
• Analyzes and documents problems, recommends solutions, and corrective action. Follows-up on problem resolution and informs users and/or vendors of status.
• Must provide 24-hour on-call support as scheduled.

Assumes responsibility for establishing and maintaining professional working relationships with members, vendors, and outside contacts.

• Tracks and resolves problems promptly and effectively. Ensures optimal service.
• Ensures that deadlines are met.
• Obtains and conveys information as needed. Logs all problems including cause and resolution information.
• Sends reports and updates to business contacts as required.
• Promotes goodwill and a positive image of the Credit Union and the Information Technology team.

Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.

• Tracks and records resolutions of problems for future reference, training, and reporting.
• Cooperates in a team environment to promote strong member assistance and learning.
• Works with different departments to assist in providing technical solutions as needed.
• Keeps management well informed of area activities and of any significant problems. Attends meetings as required.
• Provides support / project management of key strategic initiatives as needed by the Director.

Assumes responsibility for related duties as required or assigned.

• Ensures that work area is clean, secure, and well maintained.
• Performs miscellaneous projects as assigned.
• Updates technical skills as required through ongoing training and professional development.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

PERFORMANCE MEASUREMENTS

• Tasks are completed effectively and timely. Problems are readily identified and resolved in a timely manner. 
• Assigned tasks and functions are completed in accordance with established standards, policies, and procedures. 
• Good working relations exist with users. Promptly addresses concerns and resolves problems. 
• Required reports and documentation are complete and current. 
• Management is appropriately informed of area activities and of any significant or recurring problems. 
• Good working relations exist with Information Technology personnel. 
• Required statements, reports, and documents are generated accurately and timely. 

QUALIFICATIONS

EDUCATION/CERTIFICATION: Bachelor's Degree in a technology related field or comparable knowledge through a certification program or experience. Preferred certificates include CompTIA Network+ and Security+, Certified Information Systems Security Professional (CISSP), and PMI Project Management Professional (PMP)

REQUIRED KNOWLEDGE:

• Strong technical background with an understanding of credit union systems, hardware, and operations.
• Proven experience in a helpdesk environment.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal abilities.
• Ability to motivate and mentor helpdesk teammates.
• Knowledge of credit union products and services preferred. 

Advanced knowledge of key systems, including VMware administration, Windows 11 troubleshooting, Microsoft Active Directory management, Office 365 administration (licensing, conditional access, Intune, Exchange online, Azure, Entra, and Teams)

EXPERIENCE REQUIRED:

• Three or more years of experience in a helpdesk or technology support role

SKILLS/ABILITIES:

• Able to work well independently 
• Good problem-solving skills 
• Ability to communicate effectively in financial and data processing terminology 
• Project Management Experience

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together 

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly 

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information 

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and fingers 

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery 

PHYSICAL STRENGTH:

• Ability to lift, carry, and move computer equipment (desktops, monitors, printers, UPS units) typically up to 35–50 lbs.
• Ability to bend, crouch, kneel, and reach to install or access equipment under desks, in network closets, or in low/high locations.
• Ability to stand or sit for extended periods while performing troubleshooting or hardware work.
• Ability to push or pull equipment carts when transporting multiple devices.
• Ability to climb short ladders or step stools to access cabling, equipment shelves, or wall-mounted devices.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions 

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

• Ability to deal with a variety of variables under only limited standardization 
• Able to interpret various instructions 

MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and precents, and to draw and interpret graphs 

LANGUAGE ABILITY:

• Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias 
• Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar 
• Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent); and variation in word order using present, perfect, and future tenses