Digital Analyst ll

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