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Software Support Analyst I, Marlboro, Full-time

Marlborough, Massachusetts
Job Type
1 Sep 2022
Schedule: Monday - Friday 8-5 (40 hours) Hybrid Eligible


Responsible for the system administration of DCU core systems and addressing issues related to software implementations, functions, and upgrades. Assist with software upgrades to DCU core systems. Analyze software application performance and perform debugging procedures. Work directly with vendors on functionality, issues, and performance of software applications. Ensure core applications meet the end user requirements, respond to user issues in a timely fashion, diagnose application related problems, assist in identifying source cause of issues and recommend solutions. Work with various teams to provide detailed project estimates for business plan initiatives and ensure these estimates are tracked accurately in order to meet critical project milestones. This role is expected to become a "Subject Matter Expert" on all core applications. This position will also be required to work closely with business areas relative to requests for system or application enhancements.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

System Administrator for DCU core applications including Jira, Confluence, XP, Nautilus, IMM, DocuSign, Lynxgate etc.
Support JIRA and Confluence administration, including creation and management of custom, complex projects, workflows, security schemes, custom fields, dashboards, and report configurations. Install, manage, and administer Jira/Confluence add-ons, plugins, and extensions. Create, maintain, and support dashboards and advanced filters for end user reporting capabilities.
Support Nautilus configuration and administration, including creation and management of document groups/types, keywords, folder types, DIP/COLD processes, and Nautilus Directory Sweeps. Create and update Nautilus workflows to support business processes.
Ensure effective front-end and back-end functionality of the XP application. Work directly with business areas and/or vendors on functionality, issues, and overall performance of the application. Test various application features/functions to support business initiatives or process improvements.
Participate in minor and major upgrades to core systems with the goal of keeping system versions up to date. Schedule and coordinate maintenance in conjunction with vendor or internal IT teams. Work with the team to develop or enhance a standard and repeatable upgrade process for all core platforms.
Work with various IT teams and other subject matter experts to gather and document system configurations, functions, processes, and procedures. Provide process workflow and process improvements for core applications. Identify where functionality can/cannot meet user requests.
Provide advanced troubleshooting, and support for issues/questions related to the DCU core applications.
Assist with projects related to core applications and provide support and guidance as required.
Work with third-party resources to maintain, debug and resolve issues with software application and other third-party providers specifically related to the core systems.
Work collaboratively with business areas on service requests, enhancements, efficiencies, and projects. Assist with gathering and documenting requirements, review requirements and obtain signoff from business areas.
Support requests from other IT teams that range from bug fixes, upgrades, and enhancements of applications in accordance with established documented baselines, policies, and procedures.
Assist in the design and implementation of systems, programs, processes, and procedures as required.
Assist or create documentation on application setup/configuration, troubleshooting steps, policies and procedures.
Assist in efforts to identify new strategies, efficiencies and standards to streamline and improve current processes.
Support the automation of products, systems and processes following established standards. Create/maintain Window scripts, PowerShell scripts and other tools to automate the monitoring of applications and address business needs. Integrate scripts with existing systems such as OpCon and Jira to provide central tracking and reporting.
Support Pega Robotics Automations including assigning workgroups to provide access, monitoring performance of automations via Robot Manger, diagnose issues and work with the development team on issue resolution.
Assist in the evaluation of product automation tools, systems and processes following established standards.
Ensure work is effectively categorized into manageable tasks that can be included and tracked in an agile framework methodology. Participate in cross-functional scrum teams as required.
Ensure deliverables meet functional, design specifications and requirements of the software/products.
Communicate status updates to immediate supervisor on a regular basis throughout the work day. Provide status updates as required in project, team, one-on-one, ad-hoc and weekly meetings.
Attend meetings and conference calls as required.
Adherence to policies, procedures and documentation standards.
Perform other job duties as assigned by DCU Management.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Competencies:

Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly.
Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message, and invites response and feedback. Keeps others informed as appropriate. Demonstrates good written, oral, and listening skills.
Consistently maintains high levels of activity or productivity; sustains long hours when necessary, works with vigor, effectiveness and determination over a sustained period
Breaks down problems into components and recognizes the interrelationships; makes sound, well-informed, and objective decisions. Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.
Organizes work, sets priorities, and determines resources requirements; determines necessary sequence of activities needed to achieve goals.
Builds constructive working relationships with clients/customers, other work units, community organizations and others to meet mutual goals and objectives. Behaves professionally and supportively when working with individuals from a variety of ethnic, social, and educational backgrounds.
Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy.

Education and Experience Requirements:

Associates or Bachelor s degree in related field or equivalent work experience.
Proven ability to work independently with minimal supervision.
Able to effectively communicate and work collaboratively with stakeholders, peers, and multiple Lines of Business.
Strong analytical and problem-solving skills as well as documentation skills, to include solid experience in deploying software and writing functional procedures.
Knowledge of Software Development Life Cycle (SDLC).
Excellent computer skills and proficient in excel, word, outlook, and access.
Experience working in an agile based environment.
Ability to consider solution impact and long-term effects of decisions/solutions.
Experience with XP2, Nautilus and/or Jira preferred.
Previous credit union or banking experience a plus.
Excellent verbal and written communication skills.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms. Ability to operate a computer is required.

Minimal, as required by the business or professional development.

Service Excellence: The DCU Way:
All employees are expected to provide service excellence the "DCU Way" through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU s culture:

People come first
Do the right thing
Make a difference

Bank Secrecy Act (BSA):

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

We are proud to be an EEO/AA employer M/F/D/V.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed..... click apply for full job details
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  • Job Reference: 701020746-2
  • Date Posted: 1 September 2022
  • Recruiter: Digital Federal Credit Union
  • Location: Marlborough, Massachusetts
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent