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UNIVERSITY CREDIT UNION

Digital Services Systems Analyst - Remote

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POSITION SUMMARY

Delivers on University Credit Union’s core purpose of giving everyone in the University community a financial advantage by assisting with designing, testing, implementing, managing, and enhancing products and services within the digital channels. Analyzes metrics to understand trends in digital adoption and usage. Recommends and communicates plans and strategies to address trending issues within UCU’s online and mobile environments. Responsible for working with third-party vendors to find resolutions to complex and escalated issues within UCU’s online and mobile environments. Champions UCU’s digital products and services and subsequent enhancements as a trusted subject matter expert. Identifies opportunities for innovation in the UCU digital service environment. Keeps apprised of leading-edge technology and new offerings in the digital space through ongoing education.

Key responsibilities

  • Manage day-to-day operations of UCU’s digital banking platforms: including online banking administration, member access management, certificate maintenance, production monitoring, and support ticket triage and resolution

  • Serve as the primary technical point of contact for digital platform vendors; coordinating on platform issues, configuration updates, and member-facing functionality enhancements

  • Support the management of multiple digital service platforms; including data exports, configuration monitoring, and ongoing vendor coordination

  • Build and maintain technical runbooks documenting routine platform maintenance tasks; ensuring operational continuity across all team scenarios

  • Triage and manage the digital services ticket queue daily; routing tickets appropriately, tracking resolution status, and delivering weekly written status updates to the VP of Digital Strategy and Innovation

  • Partner with the virtual branch team to deliver data-driven outreach targeting; providing weekly member segments, inactivity flags, and credit risk prioritization lists that enable proactive and informed member outreach

  • Collaborate with Marketing to provide digital performance data, member behavior insights, and campaign targeting segments that support email sequences, in-app campaigns, and A/B testing programs

  • Support the Delinquency Task Force by delivering monthly credit risk intelligence including member data, loan exposure analysis, and credit trend reporting; coordinating with IT and core banking teams as needed

  • Coordinate UAT testing for digital product launches and third-party integrations, ensuring production deployments match approved UAT configurations

  • Support the VP of Digital Strategy and Innovation in vendor relationship management, preparing performance data, escalation documentation, and business review materials

  • Identify opportunities to improve the member digital experience through data surfacing friction points in digital banking flows, drop-off patterns in account opening journeys, and engagement gaps across channels

  • Stay current on emerging trends in digital banking analytics, credit union technology, and AI-powered member engagement tools; bringing relevant insights and recommendations to the DSI team

  • Support the evaluation of new digital products and vendor solutions by building analytical frameworks for comparison and recommendation

  • Champion data-driven decision-making across DSI by ensuring platform changes, campaign launches, and product additions are backed by evidence and measured against defined success metrics.

OTHER DUTIES

  • Back up the Digital Services team as needed

  • Complete other duties as assigned