Enterprise Systems Analyst

at  Northern Savings Credit Union

KEY ACCOUNTABILITIES

Knowledge of Market

Exemplary Member Service:

• Exhibits a sense of urgency and initiative in addressing every project or situation
• Ensures professional image of unit to members and internal customers.
• Advises on challenges in delivery of products and services to maximize member service and on changing member needs and expectations.
• Continually markets the benefits of membership to non-members to grow the membership.

Employee Engagement:

• Contributes to a positive work environment.
• Develops and fosters key relationships with the credit union staff, vendors, and contractors.
• Collaborates with staff in addressing services issues and member concerns.
• Fosters a culture consistent with the credit union’s values and service philosophy.

Operational Effectiveness:

• Provides Tier II support for effective functioning Northern Savings hardware and software assets, including deskside support for the organization. Tier I coverage support is provided where and when applicable.
• Provides demonstrated expertise in hybrid working situations, facilitating the ability for staff to work remotely while ensuring core support services, security and connectivity is maintained
• Expert-level analytical and technical triage/troubleshooting skills; contributing to or leading IMAC (Install, Move, Add, Change) initiatives across all platforms (laptop, desktop, cloud, mobile)
• Maintains very strong to expert level expertise & administration of core Microsoft applications/365 Suite, operating systems and services, including Windows Server, SQL Server, Exchange Server, Systems Centre Configuration Manager, and other line-of-business applications (WINTEL).
• Strong administrative ability within industry leading virtualization technologies such as VMWare and Hyper-V.
• Strong networking skillset including multi-layer firewall and switching support, working with our technology vendors to maintain continuous operations of all network systems and related technologies.
• Demonstrated performance of ITIL based skills and methodologies.
• Awareness of Project Management methodologies and willingness to work effectively within project teams.
• Ability to work with and troubleshoot administrative and custom application scripts (PowerShell, BATCH, JavaScript, etc.), supporting automated processes within the enterprise.
• Ability to perform installations of LAN cabling (CAT 6), switch interconnections, patch panel cabling, and related physical network activities.
• Promotes a culture of continuous improvement; utilizing ticketing solution to grow technology knowledge base and related knowledge and configuration assets; managing the license, asset, and hardware inventory for the organization.
• Identifies process improvements and works with Senior Manager to develop and implement solutions.
• Addresses day to day administrative issues on a timely basis, and facilitates resolutions of encumbrances.
• Flexible working hours may be required periodically in order to fulfil support or project related workloads, usually outside of normal working hours for major implementations

Risk Management and Financial Health:

• Actively monitors systems and processes in order to manage costs and mitigate risk.
• Maintains a focus on the efficient utilization of all technology resources.
• Adheres to cyber security best practices, ensuring the privacy, security, and related protection of all corporate applications, services and systems.
• Ensures operations meet compliance and regulatory requirements as well as abiding by corporate level policy.

MINIMUM QUALIFICATIONS

Education:

• Completion of formal education in computer science or systems at a recognized university, college or technical school is required.
• A+ certification or demonstrated equivalent experience is required
• Current Microsoft Professional Certification(s).
• MCSA/MCSE and/or Cloud (365/Azure), demonstrated equivalent experience is required.
• VMWare or ITIL certifications are also an asset.

Technical Skills:

• Office 365 & Azure Active Directory administration experience is mandatory.
• 5 to 7 years advanced experience preferred with: WINTEL server/services, desktop, mobile, printing devices, active directory, Microsoft Exchange & SQL administration, desktop image creation and maintenance.
• Network management (Layer 1, 2, 3) experience is required, with experience using Cisco, Meraki, and FortiNet systems being preferred.
• Mobile device management, security & patch management with tools such as Microsoft Purview, Intune, Defender and related EDR/XDR experience is preferred.
• Understanding of service level agreements and experience working in a multi-vendor technology environment.

Other Skills:

• Working knowledge of PBX and phone systems and Help Desk ticketing & knowledge management solutions
• Ability to learn new or proprietary technologies independently, utilizing local and/or vendor provided resources to gain expert level knowledge quickly
• Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
• Calm under pressure, an ability to remain focused, productive and professional in moderate to severe pressure situations
• Ability to communicate and liaise professionally with all members, potential customers and co-workers while maintaining confidentiality.
• Excellent ability to conceptualize problems and solutions; ability to rise above immediate technical situations to see the larger picture.
• Ability to communicate and liaise professionally with all members, potential customers and co-workers while maintaining confidentiality.
• Excellent written and verbal English communication skills, both technical and non-technical.

The Enterprise Systems Analyst (ESA) provides administrative expertise for all enterprise hardware and software systems of Northern Savings. This role also provides second level support to the Service Desk all in an effort to ensure exemplary service to employees and members.