This position is responsible for performing best practice operational activities and technical support to information Systems and business teams, including executing documented day-to-day Information Systems and business operational processes, monitoring and maintaining of production systems, backup and activity logs and procedures and supporting business applications. Additionally, this position will monitor and respond to help desk tickets and investigate technical problems. Performs all other duties as assigned. Implements and performs according to the established TDECU REAL standards.
Essential Duties and Responsibilities:
(To perform successfully in this position, an individual must be able to perform essential duties satisfactorily as well as possess education/experience, knowledge, skill, and ability as listed in representative fashion: reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position - this listing of essential duties is not all inclusive, but representative, other duties may be assigned.)
Productivity and Support
Performs daily, weekly and monthly manual and automated operational tasks in a highly available (24x7x365) environment.
Performs analysis and problem determination and resolution as it relates to day-to-day operations support.
Monitors processes to ensure timely and successful completion of automated batch schedules.
Provides first-level problem diagnosis and resolution using troubleshooting procedures to resolve moderately complex problems.
Responds appropriately to early warnings of potential problems and error alerting.
Documents system alerts and incidents, resolves and/or escalates according to service level agreements.
Monitors assigned incidents and changes, and track compliance with SLAs.
Performs daily system health checks, analyze findings and provides recommendations.
Analyzes daily, weekly and monthly operational metrics and provides recommendations.
Adheres to production change control and operational schedules.
Performs the installation, removal, upgrade, configuration, implementation support and repair of business applications such as FICS, SAIL, Prologue, AMS360, CardWizard, NetOps, etc. as defined in the Hardware and Software Standards.
Coordinate with Information Systems and business teams on requested activities (e.g., purges, installs, enhancements, new system set ups).
Adheres to IS practices and processes.
Continually develops understanding of best in class operations support concepts and best practices and incorporates this knowledge into the performance of assigned duties.
Keeps up-to-date with current equipment and applications and technologies and is able to advise on architecture, standards, and planning for future infrastructure future roadmaps.
Stays abreast of changes in credit union services or procedures.
Actively participates in internal and external community relations activities and groups to represent the Credit Union.
(Education, Experience, Knowledge, Skills, and Abilities)
Associates Degree in Computer Science, Information Systems or related field or any combination of education, training and experience equivalent to a two year degree from an accredited university is required.
Preferred certifications: ITIL Service Operations, ACORD (Association for Cooperative Operations Research and Development), other credit union certifications.
One to three years experience in an operations support environment supporting one or more business or IS system.
Experience with: Microsoft Windows OSs, Microsoft Office products. Some experience with Microsoft job schedulers, and monitoring tools preferred.
Knowledge, Skills, and Abilities
High level of attention to detail.
Demonstrated understanding of a business software solution and how it interfaces with back office hardware and software systems.
Must have the ability to travel to remote offices and to attend training conferences and classes.
Physical Demands and Work Environment:
(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
Regular attendance is an essential function of this position. This means that the employee is required to report to work on time and must remain available to clients during scheduled hours.
This position requires face-to-face interaction in person or by telephone and e-mail with customers, clients, and vendors.