JOB SUMMARY:

• Manages and troubleshoot advanced software issues.
• Provides technical support for team member’s and system issues and escalating when appropriate.
• Manages multiple IT projects concurrently.
• Monitors Application Development project metrics for significant deviations in quality, defects, and support.
• Provides a fast response and maintain a high level of professionalism at all times.
• Provides 7x24 support working with IT Operations team and external vendors.
• Builds and maintains knowledge base and document procedures.
• Provides feedback on all projects and/or support issues to Technology Delivery Manager.
• Defines procedures or standards for Keystone Application.
• Provides recommendations for procedural improvements in Keystone Application.
• Acts as the “go to” person within an Application Delivery team for questions and problems regarding Keystone Application.
• Knows Keystone database structure and adjust forms and reports based on business needs.

KEY JOB RESPONSIBILITIES:

• Acts as a trusted technology and business advisor in partnership with functional business stakeholders to synchronize business and technology activities, identifying service components to deliver business outcomes and capabilities.
• Must be willing and able to work closely and effectively with other teams, peers, etc. and escalate issues if necessary.
• Establishes and maintains relationships with service consumers (stakeholders, users, decision makers, etc.) by demonstrating reliability, cooperativeness, honesty, and an unbiased approach to analysis work.
• Assists with evaluation of proposed new solutions and preparation of analyses to determine how closely solutions meet stakeholder and solution requirements.
• Assists with recurring meetings with team members and all departments to review service performance and expectations.
• Must be able to effectively communicate at all levels in both written and verbal forms.
• Must have excellent attention to detail, and all work must be at a high level of professionalism.
• Does what it takes to successfully accomplish goals.
• Understands key customer business processes, applications and integrations in order to develop system expertise for customer support, troubleshooting issues, and performing system testing.
• Beginner level reporting experience working with SQL and databases for extracting reports.
• Ability to work with multiple systems and tasks at once.
• Understanding of Agile/Lean environment
• Responsible for day-to-day customer support of designated systems and processes, including coordination with stakeholders to train, answer questions and troubleshoot issues.
• Ability to work with external vendors, business users, and/or development teams to resolve issues in a quick and efficient manner.
• Liaison amongst business departments, technology team and third-party vendors to successfully coordinate activity across matrix functions and maintain a good customer experience.
• Assists with training and quality improvements to core applications being supported.
• Assists with solution documentation and training materials as required.
• Supports the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes and polices are applied for Keystone Application.
• Validates the requirements and deliverables that describe the product(s) or service(s) Keystone Application will produce.
• Provides input for the design and construction of test cases and scenarios and validate executed test results for Keystone updates.
• Guides other professionals on the project/program to ensure the content related to Keystone Application is accurate.
• Reports to Application Delivery Manager about current trends and repetitively reported issues to identify defects if applicable.
• Contributes and collaborates directly as a hands-on support team member to model, mentor, and reinforce the values, principles, and practices of Michigan First Credit Union and the Technology Services organization.
• Believes in the power and synergistic value of teams; equates personal success with team success; focuses on team accomplishment and recognition rather than personal recognition.
• Remains optimistic and enthusiastic toward work and others, despite obstacles and setbacks.
• Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.

KNOWLEDGE, SKILLS & ABILITIES:

• Must be able to build effective working relationships and garner the trust and respect of the software development team and the greater organization as a highly capable team member and servant leader.
• Must possess and retain a high degree of situational effectiveness and provide a calming and constructive presence across the full spectrum of operating conditions and circumstances from ordinary to extreme.
• Must be a proactive systems thinker who can identify opportunities for improvements that will prevent problems from becoming issues.
• Must possess demonstrable hands-on proficiency with respect to Corelation Keystone.
• Must have excellent communication skills (oral and written) and interpersonal skills.
• Must have the ability to work in a fast-paced environment.
• Must be capable of working in a member-centric environment, with a practical approach and strong problem-solving skills.
• Basic understanding of XML.
• Beginner level reporting skills using SQL databases.
• Must have experience working with Microsoft SharePoint.
• Must have working knowledge of Microsoft Office products.
• Prior system support experience in a multi-functional environment
• Prior banking or credit union experience is a plus.

QUALIFICATIONS/REQUIREMENTS:

• Must have a Bachelor’s Degree or related degree or equivalent combination of education and/or work experience.

Michigan First Credit Union was founded more than 90 years ago by educators and delivers world-class service to more than 160,000+ members at our branches throughout the State of Michigan, and we’re still growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture, centered around service, professionalism, and growth.

Michigan First highlights:

• 500 team members
• 32 locations spanning the Lansing area, Grand Rapids and Metro Detroit
• Industry leader in community support and charitable giving through the Michigan First Foundation
• Member Services Call Center operates 24/7/365
• Over $1.5 Billion in assets

Awards Michigan First Credit Union has been the proud recipient of:

• 2024 Best & Brightest in the Nation
• 2024 Best & Brightest in Metro Detroit
• 2024 Best & Brightest in West Michigan
• 2024 Best Credit Unions to Work For
• 2024 Crain’s Cool Places to Work
• 2024 Detroit Free Press Top Workplaces
• 2024 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level
• 2021 Credit Union of the Year by NAFCU (National Association of Federally-Insured Credit Unions)
  
  

Benefits and perks of joining our award-winning team include:

• Very competitive pay
• Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
• 401(k) - 100% match up to 5% deferral
• Tuition reimbursement for both Undergraduate and Graduate degree program
• Access to a complimentary concierge service that assists with nearly any item on your to-do list
• Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
• Wellness initiatives and events throughout the year to help team members stay healthy
• Loan discounts for certain secured and unsecured loans and mortgages
• Opportunities for pay increases, incentives and profit-sharing, based on performance
• Onsite subsidized top notch Cafe 26 for team members' use
• Onsite bowling center

Michigan First Credit Union is an Equal Opportunity Employer.