Digital Solutions Analyst

The Digital Solutions Analyst plays a pivotal role in driving the successful implementation and support of advanced digital banking solutions, collaborating closely with credit unions to analyze their needs and integrate tailored software solutions.

Requirements

• Conducts comprehensive analysis to understand credit union requirements.
• Manages end-to-end implementation processes, from configuration to deployment.
• Acts as a liaison between credit unions, MDT, and software provider teams.
• Identifies any custom development requirements and successfully addresses them during the implementation or post-live period.
• Ensures project is managed according to timelines and oversees each phase for timely delivery.
• Provides effective communication and conducts training sessions for credit union staff.
• Works with client to thoroughly test configurations and custom requirements before going live.
• Documents all configuration and custom requirements signoffs before going live.
• Offers ongoing support and level-1 and level-2 troubleshooting, post-implementation.
• Provides dedicated support to existing digital clients, addressing queries and ensuring optimal utilization by client.
• Opens cases/tickets with software providers as necessary to troubleshoot issues, following up as necessary to ensure we provide superior client service (escalating to management, as appropriate).
• Stays updated on industry trends and contributes to software enhancement recommendations.
• Documents standardized procedures and provide suggestions for continuous improvement.
• Maintains an in-depth understanding of the digital products to help credit unions better utilize digital product features.
• Develops a strong understanding of clients' digital solutions needs.
• Effective verbal and written communication to interact with clients professionally, timely, empathetically, and clearly.
• Strong critical thinking skills to analyze client issues, find solutions, and resolve problems efficiently.
• Demonstrated ability to remain patient and empathetic when dealing with challenging client situations.
• Comprehensive understanding of the company's products or services to assist clients effectively and answer inquiries accurately.
• Ensures superior customer service by fostering strong relationships.
• Works to foster a cooperative team environment.
• Keeps management well informed of activities and any significant problems.
• Utilizes appropriate communication tools based on company standards.
• Keeps work area clean, secure, and well maintained.
• Completes assigned documentation in an accurate and timely manner.
• Completes special projects as assigned.
• Attends and participates in meetings, conference calls, and seminars as required.

Benefits

• Paid time off
• 401k matching
• Retirement plan
• Health insurance