Digital Banking System Owner

Skyla Credit Union; Charlotte (NC); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical

Vision

Dental

6% Match 401(k)

Tuition Reimbursement

Paid Community Volunteer Opportunity

Paid Time Off

Quarterly Well Being Benefit

Interest Rate Perks on Deposit andLoan

Job summary

Skyla Credit Union is seeking a Digital Banking System Owner to oversee the day-to-day administration of the digital banking platforms. You will own release management, platform uptime, and escalation processes, while coordinating with multiple departments and vendors to ensure seamless member experiences.

The role requires 3–5 years of related experience, strong documentation habits, and knowledge of digital banking architecture.

Qualifications

• Bachelor's degree required; relevant experience may be considered in lieu of a degree.
• 3–5 years of experience in software administration, digital banking, product management, or vendor management.
• Experience with digital banking platforms and APIs, SSO integration preferred.
• Strong documentation skills with runbooks, release notes and change-control processes.
• Excellent communication and collaboration abilities; agile or product-ownership practices beneficial.

Responsibilities

• Administer the Digital Banking platform and related products daily, coordinating with other departments for reliable integrations.
• Maintain technical understanding of platform functionality and architecture; troubleshoot and escalate as needed.
• Create and maintain documentation for channels, releases, testing, and runbooks; ensure knowledge transfer.
• Manage user roles and access; work with Compliance on policy adherence and audits.
• Track KPIs such as uptime, SLA metrics, and member adoption; provide escalation support to staff.
• Lead vendor ticketing, monitor SLAs, and communicate changes through established channels.
• Own the release calendar; review notes, assess impact, follow change-control, and coordinate with Learning & Development.
• Serve as primary escalation point for releases, outages, and SLA breaches; escalate beyond authority as needed.
• Define development requests with scope, requirements, risks, and impact on digital channels.
• Implement new functionality and coordinate with vendors and internal teams for controlled rollouts.
• Maintain knowledge of Symitar core banking and related regulatory requirements; support ongoing operations.
• Collaborate with Fraud team and contribute to disaster recovery planning and testing.
• Ensure compliance with BSA and Patriot Act; perform duties aligned with Skyla's values.

Skills

Communication skills

Interpersonal skills

Self-starter

Agile / product ownership

Education

Bachelor's degree

Tools

Jira

Confluence

Job description

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Position:Digital Banking System Owner Location: LoSo - Charlotte, NC
Job Id:1187 # of Openings:1 Job Title: Digital Banking System Owner Location: 3700 South Blvd. Suite 400 Charlotte, NC 28209 Job Grade: 12 Working at Skyla Credit Union Skyla offers a supportive, inclusive culture while providing opportunities for growth, learning, and career advancement. Making it a strong place to build both skills and meaningful connections. Joining Skyla means having the support, tools, and guidance you need from day one.

• A welcoming culture where teammates and leaders genuinely care about your success and growth.
• A collaborative work environment focused on teamwork, development, and making an impact in the community.
• Flexibility and support to help you balance work while meeting member needs.
• medical
• vision
• dental
• 6% Match 401(k)
• Tuition Reimbursement
• Paid Community Volunteer Opportunity
• Paid Time Off
• Quarterly Well Being Benefit
• Interest Rate Perks on Deposit and Loan Accounts

Our Values

We’re in your corner: we genuinely care about the well-being of our members and employees. We make possibilities reality!

We make an impact:

we exist for our communities. We provide support and opportunities to meet the needs of our friends and neighbors.

We’re better together:

we are a team. We work together to service and support our members and each other.

We’re on a journey together:

we always look for improvement opportunities to benefit our members and employees. We believe that with continuous improvement learning, there is no limit to what we can achieve together.

We welcome everyone:

we empower all by sharing different perspectives, unique abilities, thought processes, and creating a diverse and inclusive credit union.

primary functions

Under the direction of the VP Enterprise Project Management, the Digital Banking System Owner will manage theday-to-day administration and support of the digital banking platforms. The digital experience Skyla offers ourmembership plays a critical role in members’ experience and overall satisfaction with the credit union. The digitalbanking platform is always evolving, and this position will take on the responsibility of release management and thesurrounding infrastructure that is in place to deploy releases. This role is the subject-matter authority on howdigital banking functions and its connected ecosystem interacts with the digital banking system, and is expected totroubleshoot issues methodically, using vendor and internal documentation, before escalating. The System Owneralso produces and maintains the documentation to ensure knowledge is properly distributed to the larger group.

responsibilities

• Administer the Digital Banking platform and connected ancillary products day to day. Coordinate with otherdepartments so integrations stay reliable.
• Maintain a working technical understanding of the digital banking system’s functionality and architecture.Troubleshoot methodically: reproduce the issue, consult vendor and internal documentation, isolate root cause,then open a vendor ticket or escalation.
• Create and maintain documentation for the digital channels environment, including troubleshooting guides andFAQs, release management (mobile and desktop), testing plans and runbooks, package assignment, andintegration methods (API and SSO), so operational knowledge is captured and transferable.
• Manage user roles and access on digital channel platforms. Work with Compliance to grant appropriate accessand audit administrative transactions for policy adherence.
• Track and report key performance indicators as directed by management, including platform uptime/availability,ticket resolution time against SLA, and member adoption/satisfaction.
• Serve as escalation support for frontline staff on digital banking and ancillary-product issues via phone, chat,email, and tickets (internal and external).
• Submit and manage vendor tickets for digital banking platforms. Track vendor SLA performance and notifymanagement of any breach.
• Own the release calendar for digital platforms. Review release notes, assess impact on staff and members, followestablished change-control and communication standards, and partner with Learning & Development sofunctionality and member-experience changes are communicated accurately.
• Serve as the primary escalation point for release, outage, and SLA-breach decisions within defined authority.Escalate decisions outside that authority to the VP of Enterprise Project Management.
• Follow defined change-control and issue-resolution processes for all incidents and changes to the digital bankinginfrastructure. Document changes and obtain required approval before implementation.
• Define development requests from internal staff, including scope, business requirements, risks, and impact onthe digital channels platform.
• Implement new functionality and products on the Digital Banking platform. Coordinate vendors and internaldepartments and lead implementation discussions for a controlled rollout.
• Maintain a strong working knowledge of Symitar, core banking processes, applicable regulations, and basicSymitar PowerOn functionality to support digital banking operations and ensure the system continues to meetmember needs.
• Partner with the Fraud team to identify and address fraud issues involving digital platforms.
• Contribute to and maintain the disaster recovery plan and post-disaster procedures, including working withvendors and the information technology group to resolve any issues.
• Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy Act and the USAPatriot Act.
• Perform job duties in accordance with the Credit Union's values, mission and vision.
• Performs other duties as assigned.

minimum requirements

• Bachelor’s degree required; an equivalent combination of education and relevant experience will be considered in lieu of a degree.
• Three to five years of experience in software administration, digital banking platforms, product management, or vendor management required, including credit union or banking experience.
• Working knowledge of digital banking platform functionality and architecture required, including how the platform integrates with ancillary systems via single sign-on (SSO) and APIs. Comparable experience with another digital banking or fintech platform will be considered.
• Demonstrated ability to isolate root cause using system logs, vendor knowledge bases, and technical documentation before escalating. Experience producing clear technical or process documentation (runbooks, configuration guides, release notes) required. Familiarity with Agile or product-ownership practices and tools such as Jira and Confluence preferred.
• Excellent communication and interpersonal skills and a desire to interact with members.
• Self-starter with the ability to work independently.