IT Analyst I - Support (Applications) Job

Performs complex analysis to troubleshoot operational and application issues, particularly involving third party business applications that are in production. Also performs operational activities to support various business units within the organization. Provides application support for a wide array of banking business systems while upholding the Credit Union’s commitment to provide quality member service.

This position is expected to be hybrid. 

NYC Salary Range - $83,424 - $85,000 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 in order to provide technical and operational assistance to UNFCU staff.
• 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. 
• 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.
• 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.
• 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. 

• Bachelor’s degree in Management Information Systems or Computer Science
• Minimum 2 years of experience in a customer/IT help desk service environment
• Banking, financial services and/or operations and applications support experience
• Working experience in supporting various software applications and systems
• Advanced computer skills, especially with databases and reporting
• Strong analytical ability/problem solving skills
• Excellent oral and written communication skills
• Able to multi-task