IST Analyst

FUNCTIONS Manages reporting around the Bank’s portfolio of projects, resource planning and utilization, IT expenditures and budgeting, and other performance indicators. Oversees tracking and reporting processes. Tracks and maintains knowledge of the department’s vendors and service agreements. Flexibly assists with technical tasks such as computer assistance, PC troubleshooting, and helping find other technical solutions. Handles day-to-day office administrative tasks and assists with other work efforts.

ACCOUNTABILITIES

Data Collection and Reporting:

• Assists IT Management in collecting and reporting key performance indicators
• Oversees project intake process
• Prepares reports on resource utilization and forecasts upcoming usage
• Coordinates IT Vendor Management Program
• Tracks departmental accounts payable and prepares financial reports
• Other tasks as requested.

Tasks:

• Prepare incoming invoices for management to approve
• Prepare departmental budget
• Software and Hardware procurement
• ITOC administrative duties and supporting functions (recording minutes, preparing agenda).
• CCB administrative tasks (preparing agenda and supplementary packet, tracking votes).
• Work Program administrative duties and oversight (enforcing monthly updates, tracking changes).
• Contract scanning, filing.
• Contract/service agreement lifecycle management.
• Assists the CIO as necessary.
• Administrative tasks for the department/management (supply order, ordering lunches, scheduling meetings and interviews, etc.)

Desktop Support:

• Assists Help Desk staff by responding to requests for assistance via phone, email, and web
• Maintains a basic knowledge of Bank systems, applications, and hardware
• Performs troubleshooting and maintenance as necessary for desktop hardware and software
• Escalates problems appropriately

Compliance and Control:

•  Assists in ensuring that the Bank complies with local, state and federal regulations

General:

• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Performs additional duties as requested

Customer Service:

• Responds to telephone calls and email requests for technical support, with a focus on customer experience.
• Provides outstanding customer experience in a friendly and professional manner.
• Displays a high degree of empathy, competency, and professionalism.
• Tracks and monitors problems to ensure timely resolution.
• Escalates problems as appropriate.

Competencies:

• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.
• Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.
• Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.
• Interpersonal Skills – Ability to provide customers with outstanding customer care and service at all times. Projects a friendly, helpful, and personably demeanor.
• Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning.

Knowledge/Skills/Experience Requirements:

• High school diploma or equivalent required.  College degree preferred
• Excellent customer service skills
• Excellent communication skills, verbal and written
• Proficiency with Microsoft Office products such as Word and Excel
• Working knowledge of personal computers and all common peripherals including monitors, printers, modems, and other connection, communication, and storage devices
• Ability to work independently as well as in a collaborative environment with peers
• Ability to manage multiple tasks concurrently and prioritize

Physical Demands/Conditions Requirements:

• General office environment
• Moderate lifting (to 35 lbs.) required.  Moderate reaching, walking, sitting and standing required

Equipment Used:

• General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.