Job Description:

Under general direction of the AVP, Credit Union Technology Services, serves as the first level of contact for managing digital platform support for service interruptions and communications, as well as daily vendor relations with Digital Commerce service providers. Provides digital related support for internal stakeholders, especially member-facing business units. Defines and implements processes and technology needs for support tooling and release management and deployment.DIMENSIONSDepth: This position's responsibilities are related to technical support resource for the digital platform, vendors and internal stakeholders.This position includes:Tier 2 support for resolving technical issues with the digital member-facing channels.Researching, scoping, and implementing support tooling and reporting for digital channels.Overseeing the entire software release process, from researching, implementing and documenting software upgrades to implementing them on the digital platformDigital Systems Supported: External member website, online banking platform, mobile banking platform, check image system, bill payment service, e-statements service, branchATM location service, online mortgage and consumer loan origination services, and other third-party service and information systems.Members Supported: Over 350,000 website visitors per monthOver 87,000 online banking usersOver 38,000 bill pay usersOver 80,000 e-statement usersOver 36,000 mobile banking usersStaffDepartments Supported: Marketing, Information Technology, Operations, Lending and Member Service Center.Supervisory responsibilitiesThis position reports directly to the AVP, Credit Union Technology Services. This position has no direct reports, but this position is responsible for effectively collaborating with external vendor and internal stakeholders from other departments including Information Technology, Marketing, Support Services, Lending, Compliance, and the Member Service Center.NATURE & SCOPEServe as the initial point of contact for all technical support requests related to digital platforms, including websites, mobile applications, and other online channels.Coordinate with internal technical teams and external vendors to troubleshoot and resolve technical issues in a timely manner. Document and maintain accurate records of technical issues, resolutions, and support activities.Collaborate with stakeholders to understand their requirements, provide technical support, identify opportunities for process improvements and contribute to the development of best practices to ensure optimal usage of digital platforms.Conduct regular system checks and audits to identify and resolve any potential issues or vulnerabilities. Monitors the online channels service level agreements (SLAs). Monitors that the website, online banking, mobile banking and their respective online components are operational.Stay updated with the latest industry trends and advancements in digital technologies to provide proactive support and recommendations, ensuring compliance with data protection and security regulations while handling sensitive information.Reviews and provides recommendations on support tooling for digital channels. Partners with technical teams to socialize gaps in support tools and processes, build requirements for tools and coordinates activities to facilitate tool and process improvement.Scope, build and implement technical environment, processes, documentation and training on transitioning digital platform production releases from external partner to in house teams.Collaborate with development, quality assurance, and operations teams to plan and execute software releases in a timely manner including:a. Developing and maintaining release schedules, ensuring that all stakeholders are aware of key milestones and deadlines.b. Research, document, and communicate software upgrade requirements, including release notes, known issues, and potential impacts.c. Implement release management processes and tools to streamline the software release cycle and improve efficiency.d. Conduct risk assessments and develop mitigation strategies to minimize potential disruptions during software releases.e. Monitor and track release metrics, such as release success rate, time to market, and customer satisfaction, to identify areas for improvement.Provides input to the Digital Commerce department annual operating plan.Participates in the development of the business continuity and resumption plans and activities for the online systems and channels. Responsible for responding to business continuity situations.Actively supports and fosters the credit union's values, vision, and mission statement.Performs other relevant and related duties as required.Education, skills, & abilitiesOther Education, Skills, and AbilitiesAn undergraduate degree in Computer Science or related discipline plus (3) years progressively more responsible financial or service industry membercustomer service experience; or an equivalent combination of education and relevant experience. One (1) of the three years must have included responsibility for onlineinternet channel development andor customer service.Demonstrated experience and in-depth knowledge of internet delivery channels, including email, websites, and Digital Commerce. Working knowledge of internet banking, including bill payment and e-statements, preferred.2-4 years of experience within the role type, Gathers and analyzes requirements; develops solutionsprogramsreports, and implements technology. Reviews, analyzes, and modifies programming systems including encoding, testing, debugging and documenting programs.Technical skills, training, experience including but not limited:Knowledge of:Git repositories (githubBitbucket)Programming languages: C#, Java, PythonTroubleshooting patternsCompiling Mobile applicationsDocumentation Processes and Writing release notesGeneral networking and API conceptsExperience with:Azure and GCP cloudsApple app store and Google play application deployment.Bonus:Experience with application 'containers'Exposure to KubernetesExposure to JenkinsAzure Devops PipelinesWorking knowledge of credit unions or financial institutions, including products, services, regulations, and delivery channels.Ability to handle multiple projects and meet deadlines. Skill and ability in prioritizing and resolving problems independently while multi-tasking.Strong organizational, verbal, listening, and written communication skills. Ability to communicate directly with members effectively, exhibiting personalized, caring service.Experience with interactive design and user experience design preferred.Strong skills with word-processing and spreadsheet software. Experience with web page design tools preferred.Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers and members, understand and follow policies and procedures, accept constructive criticism and the ability to coordinate the work of others whether or not under direct management supervision.MAJOR ACCOUNTABILITIESPoint of contact for all technical support requests related to digital platforms, including websites, mobile applications, and other online channels. Coordinates with internal technical teams and external vendors to troubleshoot and resolve technical issues in a timely manner.Oversees the entire software release process, from researching and documenting software upgrades to implementing them on our digital platform. This position will work closely with cross-functional teams to ensure the successful delivery of software releases, while adhering to industry best practices and maintaining a high level of qualityResponsible for assisting with the Digital Commerce annual operating plan recommendations. Reviews the department operating plan, ensuring timely completion of identified items. Monitors and ensures results are within the approved budget.Reviews and provides recommendations on support tooling for digital channels. Partners with technical teams to socialize gaps in support tools and processes, build requirements for tools and coordinates activities to facilitate tool and process improvement.Participates in the development of the business continuity and resumption plans and activities for the online systems and channels. Responsible for responding to business continuity situations. Note: Staff is expected to perform various tasks, projects and administrative duties as assigned. Management reserves the right to assign or change duties and tasks to this position at their discretion.Salary Range (annually)$79,775.9720 - $99,719.9650