It Operations Support Analyst Jobs (NOW HIRING)

Our Company

At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage (previously Teachers Federal Credit Union) since 1936, we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and passionately lead the way. We can’t wait for you to join us.

Job Overview

This position reports to the Administrative IT Manager. The IT Operations Manager is a key contributor to our IT team, ensuring smooth daily operations, end-user support, and technology availability across the organization. This role involves leading a skilled IT Operations team, managing IT Operations equipment, equipment inventory, and related budgets, coordinating vendor relationships, and supporting critical organizational functions, including incident response and change management. Departmental planning, project support, and technical proficiency are essential for success. This role requires someone enthusiastic about educating and assisting our team members with technology services.

You will be an empowering mentor who will be:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members 

Position Details:

Onsite

Exempt

Monday-Friday; some Saturdays 

Salary Details:

$72,840.00-$109,259.00

Skills and Experience

• Bachelor’s degree in computer science or related field.
• Understanding of Credit Union operations and information needs.
• Minimum eight (8) years of experience in a related position, with two (2) years of supervisory experience required.
• Strong analytical skills, project management abilities, effective communication, and proficiency in business software applications.
• Ability to assess issues regarding technology information systems and create manageable solutions. Analytical/technical knowledge about decision analysis.
• Good verbal and written communication skills and attention to detail.
• Strong supervisory and leadership skills.
• Understanding of Information Technology policies and procedures.
• Understanding of, or the ability to quickly master, the technology used in the organization.
• Creative and self-motivated.

Role Description and Essential Duties

Team Leadership: Lead and develop a talented IT Operations team, fostering a culture of continuous improvement and professional excellence. Conduct performance appraisals, provide direction, and implement corrective actions when necessary. Conduct regular one-on-one meetings to monitor performance and support team member growth. Participate in hiring and onboarding of new IT Operations staff. Advocate for team training, certifications, and professional development opportunities.

Strategic Systems Management: Analyze and address evolving information needs, collaborating with the IT Leadership team and other departments. Ensure systems and end-user technology meet operational requirements. Provide input to IT planning activities as directed by the Administrative IT Manager and VP of IT.

IT Equipment Budget and Inventory Control: Collaborate with IT leadership and end users to determine and manage IT Operations' hardware and software budget needs. Maintain comprehensive hardware and software inventories and ensure compliance with licensing requirements. Make recommendations for equipment upgrades and replacements as part of the annual budget process.

Incident Response Coordination: Coordinate the organization's Incident Response Team, chaired alongside the Administrative IT Manager and VP of IT. Assist in maintaining incident response procedures and escalation protocols. Ensure IT Operations team members understand their roles in incident response activities. Document incidents and support post-incident reviews. Ensure team adherence to NCUA incident reporting requirements.

Change Management Coordination: Co-chair the organization's Change Control Committee alongside the IT Infrastructure and Cybersecurity Manager. Coordinate change request submissions, scheduling, and communication. Ensure changes affecting IT Operations are properly reviewed, tested, and documented. Communicate approved changes and maintenance windows to affected departments.

Vendor Coordination and Procurement: Manage day-to-day IT Operations vendor relationships and support requests. Coordinate equipment purchases for IT Operations hardware and peripherals. Negotiate pricing with vendors on equipment and services; escalate contract terms to the Administrative IT Manager and VP of IT for final review and approval. Track vendor performance and escalate unresolved issues to IT Leadership. Maintain current records of vendor contacts, contracts, and renewal dates.

Communication and Coordination: Respond promptly to management requests, resolve issues, and ensure systems meet organizational requirements. Establish effective communication channels with management, end users, and IT team members to promote transparency. Maintain effective lines of communication with IT Leadership regarding team activities, issues, and resource needs.

Compliance and Risk Management: Compliance with all Bank Secrecy Act (BSA) rules and regulations and Customer Identification Program (CIP). Attends required annual BSA training and required compliance training. Ensure IT Operations team members complete required compliance training. Participate in regulatory examinations and provide required documentation. Support information security initiatives, including security patching of PCs, awareness training, and incident investigation. Document security controls for IT operations and maintain audit-ready records. Ensure data protection and confidentiality in all IT Operations activities. Participate in disaster recovery and business continuity planning and testing.