The eCommerce Technician is responsible for supporting the ongoing operations and the member experience of the digital delivery channel, including but not limited to: online/mobile/voice banking, ATM, and other critical user-facing systems. The Technician interacts with various internal management and IT staff, as well as with internal users. This position will also have the opportunity to assist with smaller deployments, upgrades and installations. The Technician will rely on instructions and pre-established guidelines to perform the functions of the job.
ESSENTIAL FUNCTIONS, IN PRIORITY ORDER
(Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)
Act as second level support for incoming incidents and requests, and ensure each is addressed in accordance with the documented service level agreements. Time 20%
Administer and maintain end user accounts, permissions, and access rights for eCommerce application access. Time 20%
Perform periodic system maintenance, including but not limited to: archiving files, database cleanup and maintenance, auditing of user permissions, standardized regression testing of application upgrades and patches. Time 20%
Maintain and monitor tasks associated with the ITIL framework including but not limited to; service level availability, process metrics, implementing approved change requests, among other tasks. Time 15%
Participate on cross-functional teams as assigned. Conduct integration, testing, and documentation for projects assigned and within the Analyst's area of responsibility. Time: 15%
Develop and maintain standard operating procedures, workflow procedures, among other tasks. Time 5%
Participate in disaster recovery, business continuity, and incident management configuration, maintenance and testing. Time 5%
EDUCATION (Minimum education required to perform the duties of this position)
Associate’s degree in Computer Science, Business Administration, or related field required, or 1 year related work experience required.
One industry leading technical certification relevant to the job is preferred; i.e. CompTIA, Microsoft, Database, ITIL.
EXPERIENCE (Minimum experience required to perform the duties of this position)
In addition to the education requirement:
Minimum 2 years of experience supporting, configuring, and troubleshooting software or hardware applications or systems
Experience in quality control, application testing, validation, and remediation
KNOWLEDGE, SKILLS AND ABILITIES
(Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)
Experience with software applications in the financial services industry considered valuable
Intermediate level of experience with each of the following: Android operating systems, Windows-based operating systems, Apple-based operating systems; Internet browsers including Internet Explorer, Firefox, Safari, and Chrome
Ability to develop support documentation or standard operating procedures
Application testing and/or quality assurance experience
Must have demonstrated communication skills and an effective, positive approach to staff relationships.
Generates new ideas/approaches to solving problems and/or alternative solutions
Can effectively learn diverse business systems; how they function and can apply that knowledge into benefits to better serve the organization.
Works effectively as part of a team and independently, requiring minimum supervision
Ability to adapt to change in a fast paced environment
Must possess a high degree of technical expertise in the software and hardware facilities commonly used in the organization.
Must possess a strong ability to analyze problems and prioritize urgency based on the risk of the problem to the organization.
Technical knowledge of API’s, Web Services, and XML is a plus
Drive for Results
Dealing with Ambiguity
Integrity and Trust
Ability to identify, analyze, present and determine solutions to a variety of technical projects and problems.
Ability to use good judgment and make sound decisions quickly.
Ability to work under pressure.
Proven problem-solving abilities.
Ability to analyze and juggle multiple tasks and determine priorities.
Tools and Equipment Used
All available general office equipment as needed
All available computer software, hardware and peripherals as needed
(Positions with which incumbent has frequent contact)
Daily, personal/written/phone contact with IT management
Daily, personal/written/phone contact with IT staff
As necessary, personal/written/phone contact with strategic partners and vendors
As necessary, personal/written/phone contact with credit union management and staff.
(Physical effort generally associated with this position)
Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed reports and computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.
(Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)
Internal -- Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is normally between 8:30 AM – 5:00 PM; long hours may be required to accommodate deadlines and special projects.
External -- Some travel may be required; however, information on environmental conditions is not available.
St. Joseph, Michigan, United States
United named one of the 20 Best Places to Work in southwest Michigan by Moody on the Market