Digital Systems Analyst: Elevate Digital Banking & Support

Vermont Federal Credit Union values each individual and their unique abilities and strengths to help form the foundation of Vermont Federal’s culture. Our employees are at the core of Vermont Federal and we strive to make that a priority every day. As an organization, our stated Purpose is to help Vermonters prosper, no matter where they may be on life’s journey.

Every employee at Vermont Federal Credit Union contributes in their own way to achieve this goal and is set up for success in a fun, supportive, and collaborative environment. We are looking for friendly, self-motivated individuals who enjoy helping people, have strong communication skills, are detail-oriented, and enjoy working as part of a team. If you are interested in a career in the financial service industry and want to make a difference in your community, we want you to be part of our team.

Please visit our website for full details of our very competitive benefits program.

Digital Systems Analyst – South Burlington, VT:Vermont Federal Credit Union is recruiting for a Digital Systems Analyst out of our South Burlington Operations Center. This role is responsible for providing technical support to the Credit Union's employees and members, supporting vendor relationships, documenting processes, and actively participating in digital banking product rollouts and improvement projects for our digital banking experience.

By serving as both a support resource and a project collaborator, the Digital Systems Analyst drives member engagement, operational efficiency, and the successful execution of digital banking initiatives.

Salary Range: $59,265.36 - $88,898.04

Job Description:

• Provides timely, professional, and accurate technical assistance and case resolution to employees and members across phone, email, chat and in-person channels. Documents and tracks all interactions to identify recurring issues and opportunities for process improvement. Owns the case resolution process from initial request to completion, ensuring issues are resolved quickly and effectively.
• Acts as a champion for the Credit Union’s digital banking services, educating members and staff on features and best practices to improve digital banking adoption.
• Proactively assists with the identification of training and development requirements. Trains various internal units on digital banking services/products and how to resolve technical support issues.
• Designs, delivers, and evaluates training programs for internal teams, ensuring staff are equipped to provide high-level digital banking support.
• Reviews and manages request tickets related to digital banking experience solutions. Conducts research to fully understand the cause of issues and ensures the remedies provided by vendors are reasonable and timely; creates and manages vendor tickets when needed and escalates to vendors’ support/relationship managers when urgent or recurring issues arise for quick review and resolution.
• Creates and maintains accurate support documentation, standard operating procedures, and help guides.
• Prepares and distributes reports on digital banking service performance, member usage trends and issue resolution metrics to support leadership decisions.
• Supports the rollout of new features and applications.
• Supports the implementation of new features, applications and system upgrades.
• Participates in pilots, quality assurance and user acceptance testing (UAT) to ensure functionality and member readiness.
• Provides feedback and recommendations to improve the adoption and long-term success of digital banking products.

Requirements:

• Three to five years of similar or related experience.
• A bachelor's degree or completion of a specialized course of study at a business or trade school or completion of a…