Current Open Positions

IT Service Delivery Analyst

Location: Marlborough, MA


This team member will work directly with their team and team lead, completing tasks and assignments related to IT service delivery activities, such as budgeting, vendor management, change management, asset management, and other activities, as they relate to the credit union’s process, procedures, and systems. Working with the greater Information Systems teams and organizational Business Areas, to ensure service delivery best practices in existing and current processes and configurations throughout the organization.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Assist in duties as assigned by their lead for establishing and improving key ITIL processes as adopted by the IS Leadership team
  • Analyze data and documentation to participate in developing and reporting business-relevant metrics to measure the efficiency and effectiveness of governance processes, facilitate appropriate resource allocation, and increase the maturity of related programs
  • Participate in research for, and development of, maintaining, and communicating policies, standards, procedures, and controls, to govern business practices as they relate to vendor management, contract maintenance, review, and renewal, periodic cadence review, new and ongoing vendor due diligence activities and coordination, service level agreement monitoring, and escalation processes
  • Participate in ongoing budgeting processes, annual budget coordination and updating, invoice review and reconciliation, and payment systems setup and processing
  • Review and report on ongoing Change Management procedures and processes, as it relates to IT best practices, and evolving technologies such as Cloud Computing, Continuous Delivery/Continuous Integration, DevOps, and Agile/Scrum methodologies
  • Create, maintain, and present consolidated dashboards of IT Infrastructure tasks and projects, and leverage those dashboards to run leadership meetings which effectively prioritize and track the department’s activities
  • Create standards, documentation, and complete knowledge transfer for asset management procedures, processes, and systems, in order to accurately represent, maintain, and fulfill full lifecycle management of organizational devices, software, and other assets
  • Provide procedures, guidance, and assistance, to Information Systems teams in the maintenance, tracking, monitoring, allocation, initial configuration, and deployment of new solutions, devices, software, systems, and enhancements, in accordance with the credit union’s IT policies, security program, and industry standards and best practices
  • Work with other Business Areas where appropriate, to facilitate, coordinate, and explain concepts, make recommendations, and help facilitate progress on initiatives
  • Functional knowledge, or capacity to research and learn, subject matter expertise on a broad range of IT standards and best practices, such as related to FFIEC, NCUA, NIST, PCI, and others as applicable
  • Maintain up-to-date knowledge of IT and financial industries, including awareness of new or revised best practices, improved processes, and the development of new concepts, systems, and solutions
  • Perform other job-related duties as assigned by Management

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Job Competencies:

  • Self-motivated and self-driven
  • Excellent oral and written communication skills
  • Ability to collaborate with various teams and departments within the organization, and build constructive relationships
  • Focus on continuous learning and development
  • Independently able to make decisions and solve problems
  • High quality work standards and output
  • Adapt well to changes in assignment and priority
  • Dependable and reliable, open to change and feedback
  • Organize work, set priorities, and determine resource requirements, and necessary sequence of activities needed to achieve goals

Education and Experience Requirements:

  • Bachelor’s Degree in Information Technology, or related field
  • 2+ years of experience in the IT field
  • 1+ years of experience at a Financial Institution or experience in similarly heavily regulated industries
  • Experience with Governance and Risk Management Frameworks, NIST 800 and CSF, FFIEC, CIS Critical Security Controls, and Financial Institution Regulatory Requirements
  • Understanding of Cloud Computing Environments, Data Center Equipment, Networking and related Protocols, Databases, Servers, Workstations, Peripherals, and Software solutions
  • Troubleshooting, problem solving, documentation and communication skills

Additional Eligibility Requirements:

  • Active in the IT community, such as groups, conferences, and so on

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