Description
Employment Type: Full-Time, Hybrid #LI-HYBRID
What you should know about the role
The Operations Systems Administrator I is the subject matter expert accountable for managing the efficiency and effectiveness, improving the performance, and overseeing the maintenance of Advia's Operations Systems. This includes gathering and reviewing the data to aid in systems management, maintenance, and performance. Working with the departmental units to implement process improvements and workflows, testing, and implementing enhancements and periodic releases; maintaining the test/training, and productions systems; updating process documentation and procedures; and participating in vendor related calls. This position is expected to apply strong communication, investigative, and problem-solving skills to identify and resolve system malfunctions, improve the member and end-user experience, and maximize the efficiency of designated Operations Systems. This position is accountable for maintaining and improving the content and technology related to member facing chat, and voice channels while driving improvements to the overall member experience. This is accomplished by providing outstanding service to both internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.
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What you should know about Advia
Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based, and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.
Major Duties and Responsibilities
- Develops, recommends, and implements new system features, enhancements, and updates for systems to meet end user's needs.
- Assist with daily system operations and routine maintenance to ensure smooth performance. Monitor system functions to minimize downtime and ensure profiles are properly configured, including managing software licenses. Help troubleshoot network issues and report problems to external service providers for resolution. Follow IT policies related to network usage, security, backup processes and system downtimes. Partner with technical support vendors and engineers to address hardware, software, and operational issues.
- Accountable for direction and system administration of Advia's Operation channel which includes Advia's internal and member facing conversational AI system, phone system, Member Relationship Management tool, Voice Biometric system, and Statement and Notice Vendor. Keep administrative users of all systems updated and current.
- Act as point for system improvement activities for multiple projects, new products, and changes to current processes, upgrades, process improvements and efficiency gains.
- Partner with other system experts to implement and maintain project plans, including the configuration management, risk management, project measurement and quality management plans.
- Research solutions and services to stay abreast of future product and emerging industry trends. Field/manage enhancements ideas from external and internal members.
- Evaluate system deficiencies and recommend short/long term solution strategies to enhance systems and procedures. Provide aid during the testing, training, and rollout of system upgrades and enhancements. Works with Information Technology area as needed.
- Serve as the key escalation point and line of business representative for designated Operations System issues. Troubleshoot issues and identify solutions. Acts as the dedicated resource to research system issues which may include answering internal team member questions and communicating system changes and outages to internal team members.
- Develop and maintain relationships with existing vendors to build partnerships. This includes participating in vendor management calls, working on system changes, system configuration changes, enhancements, and escalating/opening tickets when applicable.
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.
Requirements
Experience
Three years to five years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Will be required to work outside of scheduled hours to respond to technology issues. Experience in web-based applications administration and Symitar knowledge is preferred.
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.