DIGITAL SYSTEMS ANALYST

Vermont Federal Credit Union; Burlington, Northern (VT, KY); Hybrid; USD 59,000 - 89,000; Full time

Job summary

Vermont Federal Credit Union is seeking a Digital Systems Analyst in South Burlington, VT to provide technical support to employees and members and to assist with digital product rollouts and improvements.

The role includes training, documentation, and collaboration with vendors to drive digital adoption, operational efficiency, and member engagement. Proactive problem solving and strong communication are essential.

Qualifications

• Three to five years of similar or related experience.
• A bachelor's degree or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.
• Strong interpersonal skills, confidentiality, and discretion requiring diplomacy and tact in communication.
• Excellent verbal and written communication skills, and ability to organize and prioritize multiple tasks.
• Proficiency in Microsoft Office skills and Advanced Excel skill preferred.

Responsibilities

• Provides timely, professional, and accurate technical assistance and case resolution to employees and members across phone, email, chat and in-person channels.
• Documents and tracks all interactions to identify recurring issues and opportunities for process improvement.
• Owns the case resolution process from initial request to completion, ensuring issues are resolved quickly and effectively.
• Acts as a champion for the Credit Union’s digital services, educating members and staff on features and best practices to improve digital adoption.
• Proactively assists with the identification of training and development requirements.
• Trains various internal units on digital services/products and how to resolve technical support issues.
• Designs, delivers, and evaluates training programs for internal teams, ensuring staff are equipped to provide high-level digital support.
• Reviews and manages request tickets related to digital experience solutions. Conducts research to fully understand the cause of issues and ensures the remedies provided by vendors are reasonable and timely.
• Creates and maintains accurate support documentation, standard operating procedures, and help guides.
• Prepares and distributes reports on digital service performance, member usage trends and issue resolution metrics to support leadership decisions.
• Supports the rollout of new features and applications.
• Actively participates in product pilots and testing for new digital banking products and services.
• Supports the implementation of new features, applications and system upgrades.
• Participates in pilots, quality assurance and user acceptance testing (UAT) to ensure functionality and member readiness.
• Provides feedback and recommendations to improve the adoption and long-term success of digital products.

Skills

3-5 years exp

Microsoft Office

Advanced Excel

Education

Bachelor's degree or equivalent

Job description

Vermont Federal Credit Union values each individual and their unique abilities and strengths to help form the foundation of Vermont Federal’s culture. Our employees are at the core of Vermont Federal and we strive to make that a priority every day. As an organization, our stated Purpose is to help Vermonters prosper, no matter where they may be on life’s journey. Every employee at Vermont Federal Credit Union contributes in their own way to achieve this goal and is set up for success in a fun, supportive, and collaborative environment. We are looking for friendly, self-motivated individuals who enjoy helping people, have strong communication skills, are detail-oriented, and enjoy working as part of a team. If you are interested in a career in the financial service industry and want to make a difference in your community, we want you to be part of our team. Please visit our website for full details of our very competitive benefits program.

Digital Systems Analyst – South Burlington, VT:

Vermont Federal Credit Union is recruiting for a Digital Systems Analyst out of our South Burlington Operations Center. This role is responsible for providing technical support to the Credit Union's employees and members, supporting vendor relationships, documenting processes, and actively participating in digital product rollouts and improvement projects. By serving as both a support resource and a project collaborator, the Digital Systems Analyst drives member engagement, operational efficiency, and the successful execution of digital initiatives.

Salary Range: $59,265.36 - $88,898.04

Job Description:

• Provides timely, professional, and accurate technical assistance and case resolution to employees and members across phone, email, chat and in-person channels. Documents and tracks all interactions to identify recurring issues and opportunities for process improvement. Owns the case resolution process from initial request to completion, ensuring issues are resolved quickly and effectively.
• Acts as a champion for the Credit Union’s digital services, educating members and staff on features and best practices to improve digital adoption.
• Proactively assists with the identification of training and development requirements. Trains various internal units on digital services/products and how to resolve technical support issues.
• Designs, delivers, and evaluates training programs for internal teams, ensuring staff are equipped to provide high-level digital support.
• Reviews and manages request tickets related to digital experience solutions. Conducts research to fully understand the cause of issues and ensures the remedies provided by vendors are reasonable and timely; creates and manages vendor tickets when needed and escalates to vendors’ support/relationship managers when urgent or recurring issues arise for quick review and resolution.
• Creates and maintains accurate support documentation, standard operating procedures, and help guides.
• Prepares and distributes reports on digital service performance, member usage trends and issue resolution metrics to support leadership decisions.
• Supports the rollout of new features and applications.
• Actively participates in product pilots and testing for new digital banking products and services.
• Supports the implementation of new features, applications and system upgrades.
• Participates in pilots, quality assurance and user acceptance testing (UAT) to ensure functionality and member readiness.
• Provides feedback and recommendations to improve the adoption and long-term success of digital products.

Requirements:

• Three to five years of similar or related experience.
• A bachelor's degree or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.
• Strong interpersonal skills, confidentiality, and discretion requiring diplomacy and tact in communication.
• Excellent verbal and written communication skills, and ability to organize and prioritize multiple tasks.
• Proficiency in Microsoft Office skills and Advanced Excel skill preferred.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Vermont Federal Credit Union we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.