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Performs complex analysis to troubleshoot operational and application issues, particularly those involving third-party business applications in production. Supports operational activities for various business units across the organization and provides application support for a wide range of banking systems, while maintaining the Credit Union’s commitment to delivering high-quality member service.

This position is hybrid.

NYC Salary Range: $82,000 - $92,000 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 to provide technical and operational assistance to UNFCU staff.
• 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.
• 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.
• Function as level II support for systems and applications administered, supported, or managed by the IT Application Management group.
• Escalate incidents/potential problems to next level support or manager depending on nature of issue.

• Supporting lending applications and system integrations to ensure seamless functionality.

• Perform testing and validation of business functionalities to ensure accuracy and reliability.

• Manage data mapping (XML/API) and reporting to support system integrations and business insights.

• Assist with system installations and provide environment support to maintain stable operations.

• 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.
• Troubleshoot and resolve operations and application issues.
• 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.
• Cross-train designated personnel for back-up purposes.
• Participate in Credit Union training and development programs.
• Attend vendor conferences and present findings to IT department and business units.
• Follow UNFCU IT Service Management processes, policies and procedures.
• Perform additional responsibilities as assigned

• Critical system outages and system upgrades may require 24/7 coverage on short notice
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct

• Bachelor’s degree in Management Information Systems or Computer Science.
• Minimum 2 years of experience in a customer/IT help desk service environment.
• Experience in mortgage and/or consumer lending.
• Understanding of loan lifecycle processes.
• Intermediate SQL skills.
• Experience with system testing and production support/analysis.

• Experience in banking, financial services, or operations, including supporting software applications and systems.
• Strong technical skills with databases and reporting; familiarity with ITIL principles preferred.

• Strong analytical and problem-solving skills with excellent communication abilities and the capacity to manage multiple initiatives simultaneously.

• Experience with lending products, including mortgage and consumer loans.

• Strong communication skills with solid SQL proficiency

• Knowledge of MISMO XML standards

• Experience with API message mapping

• Proficient in Acrobat Pro and forms mapping

• Exposure to Windows Server maintenance

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.