IT System Analyst

This is a full-time, 37.50 hour week position. Hours are Monday-Friday 8:30-4:30 with occasional after-hours support required.

Job Title: IT Systems Analyst

Department: Information Technology

Reports To: Chief Information Officer

FLSA Status: Exempt

Location: 202 Salem Turnpike

SUMMARY

Under the direction of the Chief Information Officer, the IT Systems Analyst will manage, maintain, and optimize mission-critical credit union platforms. This role ensures system uptime, automates operational workflows, and acts as the liaison between the credit union, internal stakeholders, and third-party software vendors.

ESSENTIAL DUTIES AND RESPONSIBILTIES

• Provide primary IT support for end-user technology needs. Take ownership of user issues, proactively resolve problems, and ensure timely responses to all support requests and inquiries.
• Identify and resolve complex usability issues and recommend technology solutions that align with business needs.
• Manage the Incident Management process, ensuring issues are documented, prioritized, escalated, and resolved efficiently.
• Serve as the primary liaison between Information Technology and Information Security (IS), coordinating security initiatives, communicating identified risks, and assisting with the remediation and mitigation of detected vulnerabilities.
• Partner with business units to establish and maintain appropriate user access levels, ensuring security while enabling employees to perform their job functions effectively.
• Administer and maintain user accounts, permissions, and access across enterprise systems, including the organization's document management system, ensuring users have appropriate access and system functionality.
• Manage the IT procurement process. Work with vendors to negotiate pricing and licensing, review product roadmaps, and ensure compliance with hardware inventories and software licensing requirements.
• Assist with system administration functions for IT-managed applications, including configuring system settings, reviewing logs, monitoring performance, and optimizing system operation.
• Plan, coordinate, and perform system maintenance, upgrades, and patching activities to maintain system reliability and security.
• Install, configure, maintain, and troubleshoot desktop and network software, printers, user accounts, and other end-user technology.
• Assist with the configuration, maintenance, monitoring, and troubleshooting of the organization's network infrastructure to ensure secure and reliable connectivity.
• Administer and perform basic management, maintenance, and troubleshooting of the organization's phone system, coordinating with service providers as necessary.
• Develop and maintain secure directory structures and file permissions for departmental, shared, and individual data.
• Perform regular system access reviews and audits across enterprise applications to ensure compliance with security and access control policies.
• Provide operational support for the Information Security Program, including assisting with vulnerability remediation efforts, security initiatives, policy implementation, and compliance activities.
• Provide operational support for the credit union's ATM environment.
• Collaborate with the IT team to maintain, upgrade, and enhance the credit union's technology infrastructure, including servers, storage, networking, and related systems.
• Analyze business requirements, investigate technical solutions, develop recommendations, and implement cost-effective technology solutions supporting business initiatives.
• Build and maintain productive relationships with technology vendors, service providers, and strategic business partners.
• Maintain and update Business Continuity Plan documentation and assist with business continuity and disaster recovery planning activities.
• Occasional after-hours support required.
• All other duties as assigned.