Digital Bank Analyst II

POSITION SUMMARY (brief summary of position)

Reporting to the Digital Channels Director, the Digital Bank Analyst provides technology and back-office support for Provident Bank’s digital platforms & applications. The successful candidate will play a key role in acting as the technological/support liaison between the Digital Banking unit and our service providers, enabling Provident Bank’s Commercial and Retail Banking team to deliver exceptional service to its customers. The Digital Bank Analyst will be the primary application support of the Digital Banking group, including but not limited to, support for Online Banking channels (including Online Account Opening Channels), and Mobile Banking.

  MAJOR JOB RESPONSIBILITIES (and weight)

• Champions digital banking initiatives that support Provident Bank’s digital business transformation efforts across all business lines.
• Provide day-to-day leadership in a liaison role between Provident vendor providers and the Digital banking team for the technical support and project delivery processes.
• Collaborate with various Retail and Commercial Banking lines of business including Cash Management/Retail Banking Support, as well as peer technology groups

• Participate in the implementation of technology strategic planning initiatives that support Digital Banking applications, including all new products and/or improvements over existing products

• Oversee vendor changes & releases to the production platform in effective manner
• Act as the point of escalation for all issues & work with other departments in IT, including Core, IT Help Desk, Network/Telecom, and Infrastructure teams to rapidly resolve them; analyze and understand impact to end-users and customers and articulate findings to senior technology leadership and/or technology partners via root cause analyses.
• Evaluate technology & architecture deliverables for current and new technologies
• Work with Information Security department to review security components embedded in our digital platforms
• Maintain knowledge base including but not limited to, architecture, configuration, and other software artifacts such as release notes
• Escalate vendor support issues to senior management; identify problems and improve support service levels
• Partner with Enterprise Project Management Office (EPMO) regarding new initiatives for digital banking channels; review work orders and statements of work
• Responsible for vendor SOC report reviews, vendor application end-user controls (CEUC), etc.
• Support departmental audits, Provident Risk area, and external regulators; execute corrective action (if needed) in a timely manner.
• Ensure department processes remain current on all regulatory requirements and trainings.
• Maintain the confidentiality of our customers.
• Perform other duties as required.

SUPERVISORY RESPONSIBILITIES

       None or explain who this position will supervise.

SKILLS AND TRAINING

• Strong knowledge of Online/Mobile Banking applications and other digital technologies including online account opening, and payment functions, which is necessary.
• Core banking knowledge and interfaces is a plus.
• Experience understanding digital technologies & its ecosystems.
• Knowledge of UX flow & development, web-based technologies, and mobile application environments, amongst others.
• Experience using a variety of OLB and Digital platforms helpful.
• Possess familiarity with applicable regulatory policies including BSA/AML, Privacy, and PCI compliance, etc.
• Remain current with technology architecture and various system components for digital platforms, including all interfaces and dataflow to vendor components, as well as to the Core.
• Familiar with latest product/technology offerings in the market place and emerging trends.
• Experience in resolving and working through escalated and complex customer issues.
• Solid problem-solving skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to handle information professionally and confidentially.
• Must have ability to build relationships cross-functionally.
• Ability to operate in a fast-paced and ever-changing environment.
• Experience recognizing service opportunities and providing exceptional customer satisfaction.
• Superior Microsoft Office skills; must be able to use these tools when presenting to senior officers of the Bank.

EDUCATION (HS diploma, Associates Degree, Bachelors Degree etc.)

• Bachelor’s degree in Computer Science/Technology required.

WORK EXPERIENCE (# of years preferred experience i.e. 0-3, 3-5, etc.)

• 3+ years of experience in Technology Support.

LICENSES AND/OR CERTIFICATES

        Licenses and Certifications                                                            Expiration Date

WORKING CONDITIONS

Work is performed in a normal office environment.  Noise levels are usually moderate. 

HAZARDS

The hazards are mainly those present in a normal office setting.           

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.