Digital Channel Support Analyst II

Fidelity Bank; Leominster, Hyannis (MA, MA); On-site; USD 38,000 - 50,000; Full time

Job summary

Mutual Bancorp is seeking a skilled professional to provide second-tier support for digital banking applications and to mentor junior staff. You will handle administration tasks, testing, and participate in small projects to enhance digital channels.

The role requires strong SQL, familiarity with HTML/CSS/APIs, and experience with vendor management. Bachelor's degree or equivalent banking/tech experience is preferred.

Qualifications

• Bachelor's degree in Business, Technology, Finance, or related field preferred; or equivalent banking/technology experience.
• Strong knowledge of digital banking platforms and delivery channels.
• Intermediate to advanced SQL and reporting experience.
• Experience with vendor management and project coordination.
• Ability to analyze operational and customer-impacting issues independently.
• Prior banking and digital platform experience preferred.

Responsibilities

• Provide first- and second-level support for digital banking applications (Online Banking, Mobile Banking, Payments, Telephone Banking).
• Manage the Digital Support ticket queue, resolve routine requests, escalate complex issues to senior analysts or vendors as needed.
• Process user administration requests including system access provisioning and role changes.
• Maintain departmental documentation and knowledge base articles.
• Prepare and maintain departmental reports, metrics, and logs.
• Monitor systems for outages, document findings, escalate, and communicate status updates.
• Participate in small projects and UAT for system enhancements and releases.
• Support audit requests by gathering documentation and reports.

Skills

Digital banking platforms

Web & mobile apps

SQL & reporting

O365 (Excel/Access)

Vendor management

Problem solving

Analytical thinking

Education

Bachelor's degree preferred

Tools

HTML

CSS

Java

APIs

SQL

Excel

Job description

Mutual Bancorp is seeking a skilled professional to provide second-tier support for digital banking applications and to mentor junior staff. You will handle administration tasks, testing, and participate in small projects to enhance digital channels.

The role requires strong SQL, familiarity with HTML/CSS/APIs, and experience with vendor management. Bachelor's degree or equivalent banking/tech experience is preferred.