SUMMARY:
Maintain information security standards and practices, procedures, and guidelines to promote the security and uninterrupted operation of computer-based applications of the Information Systems department. Identify and address exposures to accidental or intentional destruction, disclosure, modification, or interruption of information that may cause serious financial and/or information risks. Be responsible for the protection of the Credit Union’s assets and information in motion or at rest, stored within business technology systems. Categorize and Prioritize Help Desk tickets and work with all parties required to obtain necessary information for issue resolution. Ensure all issues are resolved within defined service level requirements or report aged items to management for escalation. Ensure all Access Management controls are defined and followed for employee access to Credit Union technology systems. Builds strong and productive relationships with all staff, ensuring that Enterprise Technology is positioned as a business enabler and trusted partner.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The essential duties and responsibilities of this position include the following. Other duties may be assigned.
SOLUTIONS DEVELOPMENT –
- As requested, assistance with the implementation, support, and transition of strategic business initiatives and ensure that the credit union chosen technologies are secured and operating as efficiently as possible during and after implementation
- Facilitate collaboration between business units and technologies
- Facilitate continuous improvement strategies through the use of existing and new technologies
- Collaborate to ensure on-time delivery of all projects, regardless of project leadership
- Report on aged projects, or projects in danger of missing targeted delivery dates
SOLUTIONS DELIVERY –
- Issue logging for all service requests, changes or issues
- Follow procedures for defined Ticket flow, response, escalation to maintain SLA’s for the credit union’s enterprise technologies
- Continual review of checklist and tools, tickets, etc to ensure continued security and health of supported applications
- Assist credit union personal with general use of vendor software as applicable
- Tier 1 and 2 End User Support for application accessibility (remote only)
- Internally hosted applications
- 3rd Party Vendor hosted applications Point of Contact for communications/support
- Documentation of all Access Management processes
SOLUTIONS MANAGEMENT -
- Escalation/Awareness of unresolved issues/request in danger of missing OLAs/SLAs.
- Reporting any issues to department management in a timely manner
- Follow Change Control process at all times.
- Follow Incident Response process at all times.
- Follow technology purchasing and asset management processes at all times within defined time frames.
- Adhere and uphold the ISS&P at all times.
- Follow Access Management processes at all times, honoring separation of duties.
- Look for security conditions in daily Help Desk tickets and ensure proper categorization, awareness is brought to light on Daily Enterprise Calls.
- Assist in educating staff whenever possible of information security standards and practices.
- Identity & Access Management - System/access change control for staff:
- Maintain Access Inventory for credit union technology systems
- Maintain Access Management Documentation for all technologies, access levels and technology processes
- Network and Application Account Creation, Change Management and Logging
- Ensure all Employee Profile documents are organized and accurate.
- Ensure no system changes take place without appropriate documentation. All employees must have documentation that reflects the current employee system access as approved by their respective Vice President.
- Use appropriate security processes when resetting or unlocking staff access accounts.
- Responsible for deleting and removing end user access by completing the Access Removal Checklist. All employee removals from Active Directory shall take place “same day”.
- Conduct monthly access audits and work with respective Vice Presidents on discrepancies.
- Staff communication to Credit Union, IMT, and Enterprise Technology Departments
- Resolution of operational impacts to enterprise technology systems.
- 8:00am – 5:00pm M-F
- Remote Support after hours as needed under special circumstances
SUPERVISORY RESPONSIBILITY
- This position has no supervisory responsibilities.
ACCOUNTABILITIES AND PERFORMANCE MEASURES:
- Supports the achievement of strategic objectives critical to all functional areas within the credit union.
- Continuous innovation and process improvements.
- Service Levels for access change tickets related to onboarding, offboarding, and change to existing access levels.
- Internal services desk resolution survey results.
Required Skills
OTHER SKILLS AND ABILITIES:
- Financial industry experience highly preferred
- Works cohesively with teammates locally and in remote offices; shares knowledge and is seen as someone to go to for help; contributes in peer meetings. Help foster a work environment of trust, and openness.
- Ability to problem solve issues by taking ownership, understanding need for temporary fixes, with ability to implement permanent solutions
- Very strong verbal and written communication; listens to peers and supported employees; follows directions and provides useful feedback.
- Ability to use good judgment when adhering to department and end user and/or member confidentiality.
- Generate new ideas, challenge the status quo, support change and use creativity to solve problems through a commitment to the use of innovative and modern approaches to work.
- Be proactive while remaining flexible and adaptive to the evolving needs of all Credit Union staff.
- If not already proficient, must develop in depth knowledge of such systems as Microsoft Active Directory, Fiserv DNA, MeridianLink, and other credit union related systems with layers of access.
Required Experience
EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:
- Minimum 5 years’ experience in technical field required.
- Bachelor’s Degree or equivalent information security certifications preferred.
- Knowledge and experience working with Microsoft Windows technologies.
- Experience with enterprise systems architectures and components like AD, DHCP, DNS, Firewalls, software deployment, etc., is a strong advantage but not required.
- Knowledge and experience working with Linux/Unix environment is a plus.
- Experience with identity access management tools preferred.
PHYSICAL REQUIREMENTS:
To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 25 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
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All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the credit union within 30 days of any changes that need to be reflected on the NMLS Registry.
Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans_, veterans of the Vietnam era, and other eligible veterans. _