Vienna, VA--100% Remote
Description:
Provide technical support for digital applications, including online account opening, as well as online and mobile banking applications, and Omnichannel applications. This position will act as a liaison and Level 2 production support role between the service providers and the Level 3 Digital Banking Services Team, allowing them to deliver exceptional service to customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Help identify, track, and coordinate any routine escalated issues or tickets, working with other IT areas to ensure processes run smoothly and issues are resolved rapidly.
- Communicate vendor/service provider alerts and bulletin information to internal end users, other departments, and/or senior management whenever applicable.
- Work with internal support teams and vendor support to resolve incidents/alerts that disrupt the customer experience; gather and track RCAs to present to senior officers.
- Partner with Enterprise Project Management Office (EPMO) on new initiatives for channel; support all platform upgrades as needed.
- Execute system testing & identify issues that affect system processes, and assist in correcting them; ensure compliance through testing and analysis, security related patches and testing support for maintenance releases, as well as larger project releases.
- Maintain confidentiality of Bank customers.
- Adhere to all regulatory requirements.
- Adhere to NFCU ISD processes.
SKILLS, EDUCATION and EXPERIENCE
- Bachelor’s degree in Technology/Computer Science preferred.
- 5+ years of experience in retail/consumer banking application support function preferably in Digital Banking IT Support.
- Knowledge of digital eco system including online/mobile banking technology is a must.
- Experience working with or supporting aggregators (Plaid, FInicity, Yodlee, etc.).
- Familiarity with Cloud tools, architecture, technologies: Azure, Kubernetes, Tanzu, Microservices
- Experience working with monitoring and alerts and tools such as, Moogsoft, CA APM, Splunk logging, Dynatrace.
- Experience working with APIs, UUX flow, web & app based technologies, and mobile application environment amongst others typically used in Digital Banking.
- Must be comfortable with development tools including C sharp & Java/Java script in Windows/Windows .net environment with a good understanding of overall architecture. Expert knowledge is not required.
Preferred Skills
- Knowledge of FIS IBS Core banking, API’s and interfaces.
- Experience with analytics tools, monitoring dashboards
- Strong interpersonal & communication skills (verbal + written).
- Ability to handle information professionally and confidentially.
- Superior Microsoft Office skills, must be able to use these tools when presenting to senior officers of the Bank.
- ITIL background or certification preferred.