User Services Analyst

Join the DFCU Financial team today, and discover the benefits, rewards and development opportunities from one of the largest and best managed credit unions in the country.

The Opportunity: We are seeking a full time User Services Analyst to join our team. This role, under minimal supervision, the will act as a central point of contact for incidents, problems, requests, and questions. Identify, analyze, and resolve problems to eliminate recurrence, utilizing electronic tracking databases. Monitor production core system and job schedule requirements, monitor the data center environment, respond to operational issues, and initiate resolution. Requires knowledge of commonly used concepts, practices, and procedures within the credit union.

Schedule: During training, the shift will be 9am – 5pm and then once completed, transition to an afternoon shift from 1-9pm.

What You’ll Do:

• Receive incoming requests and problems via telephone, e-mail, voicemail and direct contact.

• Initiate incident tickets, provide first line resolution, and route tickets to appropriate second line personnel when necessary.

• Research assigned support tickets and problems using tools available to determine their cause and develop a solution.

• Provide problem descriptions and supporting documentation that are both concise and accurate.

• Monitor electronic channels and ATM system to ensure member access; report and ensure faults are corrected in a timely manner.

• Adhere to current operating priorities, procedures, standards, and techniques.

• Monitor and recognize system problems, perform documented diagnostics, and initiate notification and resolution; escalate when necessary.

• Ensure job schedule requirements are met, and document operational information in shift logs and reports.

• Receive, send, and process files.

• Monitor environmental conditions in the data center.

• Perform system testing as required.

• Adhere to established security policies and procedures.

• Ensure physical security of the data center by authorizing visitors and questioning unusual activity in the computer room.

• Ensure documentation is accurate by initiating changes.

• Occasional travel for training, conferences, and disaster recovery of offsite equipment support.

• On call support 7×24 with 30-minute response, as required

What You’ll Need:

• Associate degree in related field or equivalent education or work experience.

• Two years’ experience with operating systems; experience in a data center environment preferred.

• Two years’ experience with MS Office suite.

• One year experience with SharePoint or other groupware solutions.

• One year experience with Internet browsers, e-mail clients, and automation software.

• Ability to understand the flow of production programs and processing.

• Ability to manage multiple concurrent tasks in an organized manner.

• Proficient in Microsoft 365.

• Demonstrated analytical and problem-solving skills.
• Able to initiate and embrace change.
• Excellent interpersonal skills, including written and verbal communication, and ability to work in a team environment.

What We Offer:

• Potential for a hybrid work schedule
• 401k plan match, dollar for dollar up to 4%
• 401k additional employer contribution after one year at 5%
• Employee bonus program
• Medical, dental and vision insurance effective date of hire
• Health savings account (HSA)
• Flexible spending accounts for medical and dependent care expenses
• Adoption assistance for qualified expenses maximum $10,000 per child
• Wellness initiatives and reimbursements
• Pre-paid legal services plan
• Identity protection plan
• Accident supplemental plan
• Short & long term disability plans paid for by company
• Company provided basic life insurance of $50,000 plus supplemental for employee, spouse and child
• Pet Insurance
• Free financial planning assistance
• Numerous fun employee events throughout the year
• Volunteer and community engagement opportunities
• Employee loan discounts (closed-end loans)
• Service / anniversary awards
• Employee discounts for company logo wear
• Employee referral payouts for recruiting your friends and family
• Paid lunch time
• Tuition reimbursement / Education assistance
• Ongoing training opportunities
• Leadership development program
• Paid time off
• Paid holidays (13 per year)
• Flexible scheduling for students

Equal Opportunity Employer / Disabled / Veterans