Vienna, VA--100% Remote

Description:

Provide technical support for digital applications, including online account opening, as well as online and mobile banking applications, and Omnichannel applications. This position will act as a liaison and Level 2 production support role between the service providers and the Level 3 Digital Banking Services Team, allowing them to deliver exceptional service to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Help identify, track, and coordinate any routine escalated issues or tickets, working with other IT areas to ensure processes run smoothly and issues are resolved rapidly.Communicate vendor/service provider alerts and bulletin information to internal end users, other departments, and/or senior management whenever applicable.Work with internal support teams and vendor support to resolve incidents/alerts that disrupt the customer experience; gather and track RCAs to present to senior officers.Partner with Enterprise Project Management Office (EPMO) on new initiatives for channel; support all platform upgrades as needed.Execute system testing & identify issues that affect system processes, and assist in correcting them; ensure compliance through testing and analysis, security related patches and testing support for maintenance releases, as well as larger project releases.Maintain confidentiality of Bank customers.Adhere to all regulatory requirements.Adhere to NFCU ISD processes.

SKILLS, EDUCATION and EXPERIENCE

Bachelor’s degree in Technology/Computer Science preferred.5+ years of experience in retail/consumer banking application support function preferably in Digital Banking IT Support.Knowledge of digital eco system including online/mobile banking technology is a must.Experience working with or supporting aggregators (Plaid, FInicity, Yodlee, etc.).Familiarity with Cloud tools, architecture, technologies: Azure, Kubernetes, Tanzu, MicroservicesExperience working with monitoring and alerts and tools such as, Moogsoft, CA APM, Splunk logging, Dynatrace.Experience working with APIs, UUX flow, web & app based technologies, and mobile application environment amongst others typically used in Digital Banking.Must be comfortable with development tools including C sharp & Java/Java script in Windows/Windows .net environment with a good understanding of overall architecture. Expert knowledge is not required.

Preferred Skills

Knowledge of FIS IBS Core banking, API’s and interfaces.Experience with analytics tools, monitoring dashboardsStrong interpersonal & communication skills (verbal + written).Ability to handle information professionally and confidentially.Superior Microsoft Office skills, must be able to use these tools when presenting to senior officers of the Bank.ITIL background or certification preferred.