Digital Support Technical Specialist

Under general direction of the AVP, Credit Union Technology Services, serves as the first level of contact for managing digital platform support for service interruptions and communications, as well as daily vendor relations with Digital Commerce service providers. Provides digital related support for internal stakeholders, especially member-facing business units. Defines and implements processes and technology needs for support tooling and release management and deployment.

DIMENSIONS

Depth: This position’s responsibilities are related to technical support resource for the digital platform, vendors and internal stakeholders.

This position includes:

• Tier 2 support for resolving technical issues with the digital member-facing channels.
• Researching, scoping, and implementing support tooling and reporting for digital channels.
• Overseeing the entire software release process, from researching, implementing and documenting software upgrades to implementing them on the digital platform

Digital Systems Supported: External member website, online banking platform, mobile banking platform, check image system, bill payment service, e-statements service, branch/ATM location service, online mortgage and consumer loan origination services, and other third-party service and information systems.

Members Supported: Over 350,000 website visitors per month

Over 87,000 online banking users

Over 38,000 bill pay users

Over 80,000 e-statement users

Over 36,000 mobile banking users

Staff/Departments Supported: Marketing, Information Technology, Operations, Lending and Member Service Center.

Supervisory responsibilities

This position reports directly to the AVP, Credit Union Technology Services. This position has no direct reports, but this position is responsible for effectively collaborating with external vendor and internal stakeholders from other departments including Information Technology, Marketing, Support Services, Lending, Compliance, and the Member Service Center.

NATURE & SCOPE

1. Serve as the initial point of contact for all technical support requests related to digital platforms, including websites, mobile applications, and other online channels.

1. Coordinate with internal technical teams and external vendors to troubleshoot and resolve technical issues in a timely manner. Document and maintain accurate records of technical issues, resolutions, and support activities.

1. Collaborate with stakeholders to understand their requirements, provide technical support, identify opportunities for process improvements and contribute to the development of best practices to ensure optimal usage of digital platforms.

1. Conduct regular system checks and audits to identify and resolve any potential issues or vulnerabilities. Monitors the online channels service level agreements (SLAs). Monitors that the website, online banking, mobile banking and their respective online components are operational.

1. Stay updated with the latest industry trends and advancements in digital technologies to provide proactive support and recommendations, ensuring compliance with data protection and security regulations while handling sensitive information.

1. Reviews and provides recommendations on support tooling for digital channels. Partners with technical teams to socialize gaps in support tools and processes, build requirements for tools and coordinates activities to facilitate tool and process improvement.

1. Scope, build and implement technical environment, processes, documentation and training on transitioning digital platform production releases from external partner to in house teams.

1. Collaborate with development, quality assurance, and operations teams to plan and execute software releases in a timely manner including:
   1. Developing and maintaining release schedules, ensuring that all stakeholders are aware of key milestones and deadlines.

1. Research, document, and communicate software upgrade requirements, including release notes, known issues, and potential impacts.

1. Implement release management processes and tools to streamline the software release cycle and improve efficiency.

1. Conduct risk assessments and develop mitigation strategies to minimize potential disruptions during software releases.

1. Monitor and track release metrics, such as release success rate, time to market, and customer satisfaction, to identify areas for improvement.

1. Provides input to the Digital Commerce department annual operating plan.

1. Actively supports and fosters the credit union’s values, vision, and mission statement.

1. Performs other relevant and related duties as required.

Education, skills, & abilities

The Eight Superpowers

Other Education, Skills, and Abilities

1. Demonstrated experience and in-depth knowledge of internet delivery channels, including email, websites, and Digital Commerce. Working knowledge of internet banking, including bill payment and e-statements, preferred.
2. 2-4 years of experience within the role type, Gathers and analyzes requirements; develops solutions/programs/reports, and implements technology. Reviews, analyzes, and modifies programming systems including encoding, testing, debugging and documenting programs.

1. Technical skills, training, experience including but not limited:
   1. Knowledge of:
      1. Git repositories (github/Bitbucket)
      2. Programming languages: C#, Java, Python
      3. Troubleshooting patterns
      4. Compiling Mobile applications
      5. Documentation Processes and Writing release notes
      6. General networking and API concepts

1. Experience with:

1. Azure and GCP clouds
2. Apple app store and Google play application deployment.

1. Bonus:

1. Experience with application 'containers'
2. Exposure to Kubernetes
3. Exposure to Jenkins/Azure Devops Pipelines

1. Ability to handle multiple projects and meet deadlines. Skill and ability in prioritizing and resolving problems independently while multi-tasking.

1. Strong organizational, verbal, listening, and written communication skills. Ability to communicate directly with members effectively, exhibiting personalized, caring service.

1. Experience with interactive design and user experience design preferred.

1. Strong skills with word-processing and spreadsheet software. Experience with web page design tools preferred.

MAJOR ACCOUNTABILITIES

• Point of contact for all technical support requests related to digital platforms, including websites, mobile applications, and other online channels. Coordinates with internal technical teams and external vendors to troubleshoot and resolve technical issues in a timely manner.
• Oversees the entire software release process, from researching and documenting software upgrades to implementing them on our digital platform. This position will work closely with cross-functional teams to ensure the successful delivery of software releases, while adhering to industry best practices and maintaining a high level of quality

• Reviews and provides recommendations on support tooling for digital channels. Partners with technical teams to socialize gaps in support tools and processes, build requirements for tools and coordinates activities to facilitate tool and process improvement.
• Participates in the development of the business continuity and resumption plans and activities for the online systems and channels. Responsible for responding to business continuity situations.

PHYSICAL REQUIREMENTS

• Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting; ability to operate and utilize a personal computer and peripherals.

ENVIRONMENTAL CONDITIONS

• Work is primarily performed within a cubicle office setting. Subject to conversational noise found in an office environment.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned. Management reserves the right to assign or change duties and tasks to this position at their discretion.

Salary Range (annually)

$79,775.97 - $99,719.96