Member Technology Solutions Analyst

MTS Analyst 2

The primary function of the MTS Analyst 2 is to provide advanced technical and operational support to the Credit Union. This role is between MTS Analyst 1 and Senior MTS Analyst in both knowledge and experience required. MTS Analyst 2 will develop advanced knowledge of products, services and processes in the MTS area and throughout the credit union.

Essential Functions

Member Technology Solutions – Support

• Perform all duties of MTS Analyst 1 as needed.
• Handle and process overflow calls and tickets from Tech Support
• Provide support for MTS Analyst 1 for error resolution, research, and escalations to other technology teams or vendors as required.
• Oversee services tickets/cases for vendors including but not limited to;
  Online/Mobile Provider and ACH Provider, ATMs, Co-Op
• Periodically review open tickets to ensure tickets are closed timely, documentation of resolutions is completed, procedure/guides are properly updated, and management is kept informed of outstanding issues.
• Actively troubleshoot instant issue, E-Sign and ATM related questions and issues

Online and Mobile Products/Services

• Develop and maintain advanced knowledge of Online and Mobile products and services.
• Provide support escalation from MTS Analyst 1s and Tech Support
• Review system release notes, document upcoming changes, provide support documentation, and provide MTS management with executive summary of releases.
• Testing of new releases within pre-production, live production, and provide research support as required.
• Responsible for updating and maintaining Online and Mobile data reports for Credit Union.
• Research errors, enhancements, one-offs, and other requested items as they arise.
• Communicate service interruptions, errors, and their resolutions to Credit Union staff in a timely manner.
• Track all errors and downtime from service providers.
• Oversee and track all communications coming from Online and Mobile service provider, including but not limited to, maintenance, interruptions, regulation changes, enhancements, releases, and general communications. Provide summary to management on these communications.

Imaging System (Synergy)

• Collaborate with MTS team on Imaging System releases, updates, hotfixes, and enhancements.
• Support MTS Analyst 1s with navigational/operational changes.
• Support Credit Union staff with identification scanning and scanner hardware/software/usage support.
• Maintain imaging system's document retention services as aligned with Credit Union policies and procedures.
• Administer user setup, removal, group policies, privileges, access, and maintenance.
• Provide second tier support and research of imaging solution including but not limited to; document mapping, general support, remapping images, and document scanning.
• Responsible for training MTS staff on imaging system usage.

Basecamp

• Process and track Basecamp change requests in a timely manner.
• Responsible for review of system errors and make corrections within scope of MTS Analyst 2 role.
• Provide support for credit union departments in the navigation and troubleshooting of Basecamp.
• Responsible for second tier support of knowledgebase and document management solutions.
• Identify opportunities for future development and automation of manual tasks.

Core Development/Third Party Systems

• Thorough understanding of core system navigation and operations including integrated 3rd party systems and automations to support day to day operations as well as project initiatives.
• Understand third party system relationships to Core system to support troubleshooting efforts.

Credential Management

• Responsible for Credentials Management administration including, but not limited to; creating users, support, and audit for Core and third party systems.

Other Responsibilities

• Process New York and all other states Abandoned Property timely.
• Process Tax Reporting for Credit Union timely as directed by management.
• Assist Technology Service Manager with required reporting as requested.
• Participate in special assignments and projects as requested by Management.
• General understanding of Credit Union products and services to provide higher level support.
• Perform all other duties as assigned.

Qualifications and Skills

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