This position will serve as the System Coordinator for external vendor core applications, systems developed by Information Technology (IT) and data transfer programs between UW Credit Union and external vendors. As System Coordinator, this position is the first/second tier contact between business units and IT, working between business units, IT and the vendor to resolve system issues and identify system enhancements. The System Coordinator is also responsible for establishing relationships and building a network with external system user groups to help influence the improvement of the system with the vendor, and identify solutions developed by other users that may be beneficial to UW Credit Union.
The System Coordinator is responsible for managing IT daily operations and for supporting IT development staff by coordinating technical changes, upgrades and enhancements to IT supported systems or processes considered low in risk, scope and complexity.
The person in the position needs to be confident in the ability to critically evaluate information and reconcile conflicts.
This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.
1) Manage Daily IT Operations - 30%
a. Plan, manage and control the activities of the computer operations, exclusive of the systems and programming function.
b. Develop and maintain computer operations standards and procedures.
c. Maintain and support automated job-scheduling software to control all batch job execution with a high degree of accuracy and timeliness.
d. Participate in on-call support rotation, including off-hours coverage.
e. Process all regularly scheduled programs, including daily, monthly, quarterly, annual and periodic runs. Monitor messages and output for successful completion.
f. Perform recovery/restart of unsuccessful jobs.
g. Monitor online system for unusual conditions, error messages, ATM synchronization, etc.
h. Perform continuous analysis and monitoring of host system utilization and provides recommendations and changes to scheduled processing as needed to maintain established service levels working with all groups impacted. Prepares activity and utilization reports.
i. Work with Applications Development Director to establish disk management practices and thresholds, and perform subsequent disk management.
j. Research and diagnose program failures and interact with other Information Systems staff and vendor support personnel to define and resolve systems-related problems. Track and document actions and results.
k. Perform all tape/cartridge and printer handling.
l. Perform Systems Administrator functions for optical disk and imaging functions, including set up of new forms, employee restrictions and general administration.
m. Support and administer data retention/recovery and disaster recovery file backup procedures.
n. Perform daily ACH processing, monthly statement processing and special reporting such as IRS and year-end activities.
o. Monitor, maintain, and set up new data transfers to and from 3rd party vendors in compliance with UWCU security policies.
p. Plan, compose, test and maintain Work Flow Language (WFL) jobs to attain automated job scheduling for efficiency, optimum system utilization, and error-free operations.
q. Compose and maintain internal file transfers to attain automation and reduce manual intervention.
r. Create and maintain programs to monitor system and alert staff to critical issues.
s. Support and maintain forms in the enterprise imaging and COLD systems for importing and indexing of documents.
t. Assist in operations and scheduling set-up in the development and implementation of new projects.
u. Maintain the schedule and access to the test systems.
v. Provide technical support to users in establishing parameters and reports.
2) Serve as Project Coordinator for small-sized IT projects and upgrades - 20%
a. Coordinate the requirements clarification, and solution design, development, testing and implementation of report modifications, system maintenance requests, database maintenance and data changes related to IT sponsored business unit solutions.
b. Coordinate the testing, implementation and communication of any upgrades, releases, or changes to network systems, and appropriately sized host system changes.
c. Plan, organize, execute and document projects as agreed to with Project Sponsor.
d. Coordinate organizational resources needed to complete project work.
e. Communicate progress and results with Manager and internal customers.
f. Maintain project documentation, approvals and status indicators in the RFS system for access by all stakeholders.
3) Manage IT Programming and Support Request Intake Process (non Network, Internet Services or Project Services) - 15%
a. Accept, evaluate and assign incoming support requests (calls & RFS input) from business units to appropriate member of IT staff.
b. Collaborate with Project Services and Network Team to reach agreement on area to take the lead on request follow up.
c. Investigate, define and classify requests for service as needed, drawing on functional knowledge of applications, processes and users business needs , for Support (SUP), Keep the Lights On (KTLO),Compliance(COMP),Enhancement(ENH),and Report (RPT) requests impacting IT customization or standard IT operational support to a single business unit,.
d. Provide second-tier support for problems and concerns identified by business unit staff, and share with IT and vendor support staff to find solutions.
4) Serve as a System Coordinator for External Vendor Core Application and Customer Applications and Interfaces Developed and Supported by IT - 15%
a. Coordinate problem-resolution and communication to business units of major issues impacting daily, month-end or year-end processing that are identified by IT staff.
b. Monitor and report on open vendor issues, including those submitted in the course of normal operations, and handed off for monitoring from closed project work.
c. Manage core system test and training environments and serve as resource to Programmers, Project Services and Business Unit staff for coordination of use of all core system environments.
d. Migrate/promote code into the production environment, with guidance/assistance from the Programmer/Analyst involved
e. Serve as vendor liaison by monitoring vendor service bulletins and periodic technical announcements (Missile Mail), vendor business bulletins (Client Service Bulletins), and e-mail announcements and coordinate required follow up with the Applications Development Director, staff, business units and vendor, as needed.
f. Represent UW Credit Union on system user groups, and facilitate relationship building between business units of represented credit unions.
g. Foster ongoing working-knowledge of system capabilities within business units.
h. Support IT staff in development of materials that may be used by Project Management, IT and business unit staff to understand system integration in a business process “current state”.
5) Software Installation, Maintenance, and Configuration - 15%
a. Provide planning, installation, support and coordination of Unisys and Miser host-based software upgrades to ensure timely and efficient implementation.
b. Develop and implement proactive maintenance plan to review and install available software patches that will enhance operational efficiencies or correct software problems.
c. Evaluate and configure system and security related parameters.
d. Provide comprehensive A Series Data Management System II (DMSII) database support, including recovery and reorganization procedures, database administration and integrity, control of dynamic database parameters, operational procedures, and interpretation of DMSII statistics and DBANALYZER reports.
e. Ensure that the data communications network between the host and all remote sites is effectively maintained and documented through the Communications Management Software (COMS).
f. Coordinate activities with hardware and software vendors.
g. Provide ongoing system performance analysis and tuning based on architecture, queuing theory, and component interrelationships, balancing use of system components including disk access, memory management and system networking to maintain established service levels.
h. Monitor and report on system workloads and resources, and identify bottlenecks.
i. Develop and implement capacity planning methodology to guide UWCU in planning for hardware upgrades.
j. Interact with vendor support personnel to define and resolve systems-related problems. Track and document actions and resulting patches/modifications.
k. Follow ‘change-control' methodology involving appropriate UWCU division representatives, to manage system changes and to maintain acceptable host availability and data integrity standards.
l. Complete divisional and departmental administrative support tasks as needed.
m. Assist others in division as appropriate, fostering teamwork and quality service.
n. Represent division or department in UWCU-wide training.
o. Maintain working knowledge of industry technology trends and credit union systems.
p. Perform other job duties as assigned.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The individual must be able to successfully pass background checks.