IT System Analyst

This is a full-time, 37.50 hour week position. Hours are Monday-Friday 8:30-4:30 with occasional after-hours support required.

Job Title: IT Systems Analyst

Department: Information Technology

Reports To: Chief Information Officer

FLSA Status: Exempt

Location: 202 Salem Turnpike 

SUMMARY

Under the direction of the Chief Information Officer, the IT Systems Analyst will manage, maintain, and optimize mission-critical credit union platforms. This role ensures system uptime, automates operational workflows, and acts as the liaison between the credit union, internal stakeholders, and third-party software vendors.

ESSENTIAL DUTIES AND RESPONSIBILTIES

• Provide primary IT support for end-user technology needs. Take ownership of user issues, proactively resolve problems, and ensure timely responses to all support requests and inquiries.
• Identify and resolve complex usability issues and recommend technology solutions that align with business needs.
• Manage the Incident Management process, ensuring issues are documented, prioritized, escalated, and resolved efficiently.
• Serve as the primary liaison between Information Technology and Information Security (IS), coordinating security initiatives, communicating identified risks, and assisting with the remediation and mitigation of detected vulnerabilities.
• Partner with business units to establish and maintain appropriate user access levels, ensuring security while enabling employees to perform their job functions effectively.
• Administer and maintain user accounts, permissions, and access across enterprise systems, including the organization's document management system, ensuring users have appropriate access and system functionality.
• Manage the IT procurement process. Work with vendors to negotiate pricing and licensing, review product roadmaps, and ensure compliance with hardware inventories and software licensing requirements.
• Assist with system administration functions for IT-managed applications, including configuring system settings, reviewing logs, monitoring performance, and optimizing system operation.
• Plan, coordinate, and perform system maintenance, upgrades, and patching activities to maintain system reliability and security.
• Install, configure, maintain, and troubleshoot desktop and network software, printers, user accounts, and other end-user technology.
• Assist with the configuration, maintenance, monitoring, and troubleshooting of the organization's network infrastructure to ensure secure and reliable connectivity.
• Administer and perform basic management, maintenance, and troubleshooting of the organization's phone system, coordinating with service providers as necessary.
• Develop and maintain secure directory structures and file permissions for departmental, shared, and individual data.
• Perform regular system access reviews and audits across enterprise applications to ensure compliance with security and access control policies.
• Provide operational support for the Information Security Program, including assisting with vulnerability remediation efforts, security initiatives, policy implementation, and compliance activities.
• Provide operational support for the credit union's ATM environment.
• Collaborate with the IT team to maintain, upgrade, and enhance the credit union's technology infrastructure, including servers, storage, networking, and related systems.
• Analyze business requirements, investigate technical solutions, develop recommendations, and implement cost-effective technology solutions supporting business initiatives.
• Build and maintain productive relationships with technology vendors, service providers, and strategic business partners.
• Maintain and update Business Continuity Plan documentation and assist with business continuity and disaster recovery planning activities.
• Occasional after-hours support required.
• All other duties as assigned.

EDUCATION and/or EXPERIENCE

• Associate’s degree (A.A.) or equivalent from two-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.
• Experience working in Financial Services.
• CompTIA Net+ preferred. MCP, A+, ITIL, or equivalent industry certifications a plus.
• Experience with Level 2 desktop support and minimum of 3 years’ experience/knowledge of end user support.
• Customer service focused on a flexible, proactive approach and attention to detail.
• The ability to communicate clearly, to organize, and to prioritize support issues, and work in a fast-paced team environment.
• Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels of the credit union.
• Advanced knowledge of Microsoft Office Applications and Microsoft based operating systems.
• Prior experience administering databases, including core systems and data warehouses.
• Familiarity with network/infrastructure equipment.
• Must be able to solve technical problems using reference materials at disposal.
• Advanced knowledge of troubleshooting personal computers.
• Excellent analytical ability, and the ability to conduct thorough research, interpret and understand laws and regulations, and provide workable recommendations and solutions to problems.
• Working knowledge or ability to thoroughly learn core processing systems and database reporting.
• The ability to work extended hours and weekends when necessary

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.