Digital Analyst ll
Cape Cod Five Cents Savings Bank
Hyannis, MAJobSeen todaySeen in employer's feed today
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Job overview
Provides second-tier operational and technical support for Mutual Bancorp’s digital channels, serving as the escalation point for complex issues. The analyst administers digital banking applications, coordinates with vendors, participates in testing and system enhancements, and supports small to medium-sized projects. The role also serves as a subject matter expert for assigned solutions and mentors Digital Analyst I team members.
Skills & qualifications
Skills
Qualifications
Full job description
Provides second-tier operational & technical support for Mutual Bancorp's Digital Channels support team. Serves as the primary escalation point for complex support issues while assisting with application administration, vendor coordination, testing, system enhancements, & small to medium-sized projects. Acts as a subject matter expert for assigned digital banking solutions & mentors Digital Analyst I team?members. ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES: Provide first & second level support for digital banking applications, including Online Banking, Mobile Banking, Payments, Telephone Banking, & other digital channel services. Manage the Digital Support ticket queue by resolving routine service requests within established service levels & escalating complex issues to senior analysts or vendors as appropriate. Process user administration requests including system access provisioning, role changes, & deactivation following established procedures. Maintain departmental documentation including procedures, workflow documents, forms, & knowledge base articles. Prepare & maintain departmental reports, metrics, & operational tracking logs. Monitor digital banking systems for operational issues, outages & client impacting incidents, document findings, escalate issues appropriately, request root cause analysis, when necessary, & communicate status updates to management. Participate in small projects & departmental initiatives. Support audit, compliance, & examination requests by gathering documentation & reports. Complete assigned monthly review of GL reconciliations & vendor invoices. Assist with routine product configuration updates, vendor forms, system maintenance activities, & administrative tasks. Participate in User Acceptance Testing (UAT) for system enhancements, upgrades, new products, & releases by executing test scripts, documenting results, & reporting defects. Crosstrain with Digital Analysts to provide operational backup support. Maintain awareness of cybersecurity & fraud prevention best practices to help protect the Bank & customers. QUALIFICATIONS: EDUCATION & CERTIFICATIONS: Bachelor's degree in Business, Technology, Finance, or related field preferred; or equivalent banking/technology experience. KNOWLEDGE, SKILLS & ABILITIES: Advanced knowledge of digital banking platforms & delivery channels. Strong understanding of web-based & mobile applications. Working knowledge of HTML, CSS, Java, APIs, or related technologies preferred. Intermediate to advanced SQL & reporting experience. Strong knowledge of Microsoft O365 applications including Excel & Access. Experience with vendor management & project coordination. Ability to analyze operational & customer-impacting issues independently. Prior banking & digital platform experience preferred. COMPETENCIES: Must have cyber security awareness to protect the digital environment, the Bank, & customers. Problem Solving Critical Thinking Customer Service Orientation Leadership & Mentorship Technology Savviness / Digital Enthusiast Adaptability & Flexibility Project Coordination Verbal & Written Communication Cybersecurity Awareness Analytical Thinking
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