Junior Digital Experience Analyst

GENERAL SUMMARY (What Is Done And Why)

The Junior Digital Experience Analyst is responsible for supporting the ongoing operations and the member experience of the digital delivery channel, including but not limited to online, mobile and voice banking, and other critical user‑facing systems. The Analyst interacts with various internal management and IT staff, as well as with internal users. This position will also assist with smaller deployments, upgrades and installations.

The Analyst will rely on instructions and pre‑established guidelines to perform the functions of the job.

• Act as second level support for incoming incidents and requests and ensure each is addressed in accordance with the documented service level agreements. Time 20%
• Administer and maintain end‑user accounts, permissions and access rights for digital banking application access. Time 20%
• Perform periodic system maintenance, including but not limited to archiving files, database cleanup and maintenance, auditing of user permissions, standardized regression testing of application upgrades and patches. Time 20%
• Maintain and monitor tasks associated with the ITIL framework, including service level availability, process metrics, implementing approved change requests, among other tasks. Time 15%
• Participate in cross‑functional teams as assigned. Conduct integration, testing and documentation for projects assigned and within the Analyst's area of responsibility. Time 15%
• Develop and maintain standard operating procedures, workflow procedures, among other tasks. Time 5%
• Participate in disaster recovery, business continuity and incident management configuration, maintenance and testing. Time 5%

• Associate degree in computer science, business administration or a related field required, or one year related work experience required. One industry‑leading technical certification relevant to the job is preferred (e.g., CompTIA, Microsoft, Database, ITIL).

• Two or more years of experience supporting, configuring and troubleshooting software or hardware applications or systems.
• Minimum of one year financial services or financial technology experience required.
• Experience in quality control, application testing, validation and remediation.

• Experience with software applications in the financial services industry is considered valuable.
• Intermediate level experience with Android, Windows and Apple operating systems;
  Internet browsers including Internet Explorer, Firefox, Safari and Chrome.
• Ability to develop support documentation or standard operating procedures.
• Application testing and/or quality assurance experience.
• Must have demonstrated communication skills and an effective, positive approach to staff relationships.
• Generates new ideas and approaches to solving problems and/or alternative solutions.
• Can effectively learn diverse business systems; understand how they function and apply that knowledge to better serve the organization.
• Works effectively as part of a team and independently, requiring minimum supervision.
• Ability to adapt to change in a fast‑paced environment.
• Must possess a high degree of technical expertise in the software and hardware facilities commonly used in the organization.
• Must possess a strong ability to analyze problems and prioritize urgency based on the risk of the problem to the organization.
• Technical knowledge of APIs, web services and XML is a plus.

• Problem Solving
• Drive for Results
• Time Management
• Interpersonal Savvy
• Demonstrates Courage
• Dealing with Ambiguity
• Customer Focus
• Self‑Development
• Integrity and Trust
• Business Acumen

• Ability to identify, analyse, present and determine solutions to a variety of technical projects and problems.
• Ability to use good judgement and make sound decisions quickly.
• Ability to work under pressure.
• Proven problem‑solving…