Digital Banking Operations Support Analyst

Insight Global • Phoenix, AZ • 1h ago

Job Description

As a Digital Banking Operations Support Analyst, you will provide Tier 2 support for digital banking and payment platforms, with a primary focus on supporting peak daily operations and owning the after-hours support model. This role combines hands-on production support, on-call responsibilities, and participation in strategic initiatives to help maintain system stability, improve operational performance, and support the implementation of new products, enhancements, and process improvements within the Payment and Digital space. You will act as a functional subject matter expert with a clear understanding of business needs, processes, change impacts, and the end-user experience. You will also be involved in testing new products, enhancements, and changes, partnering with Quality Assurance, operations and product subject matter experts, business leadership, project management, IT partners, and vendor partners to support successful delivery and ongoing operational readiness.

Identify, develop, and write business unit requirements to support the business unit's project and define system and functional requirements.

Facilitate meetings designed to produce the results needed; work closely with team members and independently to meet our plan.

Support the project throughout the development and testing efforts and directly support and lead testing, joining the SME business experts and project team.

Lead smaller scale business unit efforts (outside of EPMO ran projects) as the functional project lead and prepare summary communications at regular intervals on the project's status. Participate in process improvement initiatives and help drive automation projects which are typically smaller in scale with an IT lead.

Ensure that the teams understand the objectives and that the testing results are either in line with expectations and when they are not; help drive the conversation of what changes are needed and the priority of those changes.

Provide Tier 2 production support for digital banking and payment platforms, including triage, troubleshooting, escalation, and resolution of operational issues impacting clients, users, or internal teams.

Monitor and manage support queues during peak operating periods to help ensure timely ticket resolution, appropriate prioritization, and adherence to service-level expectations.

Participate in the after-hours and weekend support rotation, serving as the initial point of contact for incident response, issue validation, escalation coordination, and communication through resolution.

Support release, patching, and production validation activities by executing test scenarios, confirming expected outcomes, documenting results, and escalating defects or operational impacts as needed.

Create, maintain, and improve operational documentation, procedures, and job aids to support consistent issue handling, knowledge transfer, and ongoing process improvement.

Skills and Requirements

3+ years of related experience in Treasury Management Service or similar field.

1-2 years of experience supporting FIS or Fiserv (EPP) banking products.

Bachelor's degree or equivalent experience required.

Intermediate knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services.

Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

Intermediate knowledge in banking or financial services operations domain, and experience writing business requirements working with subject matter expertise.

Intermediate Experience in documenting workflows, processes, functional designs, and managing a timeline/project task list and testing/implementation effort.

Payments knowledge to include payment @types (ACH, Wires, SWIFT, RTP, Digital Assets) and file transfer protocol (FTP/SFTP) and API banking.

Advanced speaking and writing communication skills.

Experience using Microsoft Dynamics CRM as a ticketing platform.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.

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