Summary/Objective
Responsible for nightly posting process and ensuring the safety and confidentiality of the bank’s software systems. This role serves as the first point of contact for IT support requests and ensures timely resolution of technical problems while maintaining a high level of customer service.
Essential Duties & Responsibilities
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-
Performs the file update and posting process on the Bank’s primary software system which includes:
-
Receiving and balancing item processing/proof posting files.
- Ensuring the update/posting process runs error free.
-
Communicate with Bank’s Technical Support area and the Bank’s primary vendor in working through any processing issues or errors.
-
Manage the daily processing and export/import of report files to the Bank’s long term optical storage system.
-
Manage the export and send of various files to third party vendors or systems on a daily and monthly basis.
-
Perform nightly backups as required by policy.
-
Account for and secure all daily backup tapes to be taken off-site according to the Bank’s tape backup policy
3. Answers, evaluates, and prioritizes phone calls, e-mail, chat, and in person requests for assistance from users experiencing issues with hardware, software, networking, printers, and other computer-related technologies.
4. Work with users to collect information about an issue and lead the user through diagnostic procedures to determine source of error and resolution.
5. Ensure all inquiries are resolved to a satisfactory state with the user before closing the ticket.
6. As the first line of support, document and track calls using problem recognition, research isolation, resolution and follow-up for routine user issues, escalating complex technical issues to the appropriate IT personnel.
7. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
8. Troubleshoot operating systems, Microsoft Office applications, and business software.
9. Assist with onboarding and offboarding employees, including equipment deployment and account setup.
10. Consults with programmers to explain software errors or to recommend changes to programs.
11. When appropriate, assists IT team with managing users’ requests received via the Electronic Security Form process.
12. Help users in creating reports for the Bank by employees, auditors, etc.
13. Educate users on best practices for technology use and cybersecurity awareness.
14. Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment.
15. Perform routine system updates, patches, and maintenance tasks.
Competencies
1. Gold Standard / Client Relations
2. Accountability / Dependability / Reliability
3. Integrity / Ethical Conduct
4. Teamwork / Interpersonal Skills / Active Listening
5. Job Knowledge / Job Responsibilities
6. Accuracy / Thoroughness / Attention to Detail
7. Technical Aptitude
8. Professional Verbal & Written Communication
9. Organizational Skills / Time Management
10. Responsive and flexible to other duties as assigned on an intermittent or regular basis as needed.
Supervisory Responsibility
This position has no direct supervisory responsibilities.
Work Environment
This job operates in a clerical, office setting. This position uses standard office equipment such as computers, phones, photocopiers, scanners, fax machines and filing cabinets on a daily basis.
Physical Demands
Most of this position’s responsibilities and duties are performed sitting or standing at a workstation. Some filing and storage duties are required by this position. The ability to lift files, open filing cabinets, bend or stand on a stool, as well as loading and carrying boxes is a necessary ability. This position may be required to lift up to 50 pounds. The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Position Type/Expected Hours of Work
This position is classified as non-exempt by the Fair Labor Standards Act (FLSA). Typical hours will be Monday – Friday 10:00 am – 7:00 pm. Additional hours may be required. Position is mostly in office with remote flexibility.
Required Education & Experience
1. High School diploma.
2. Excellent computer skills a must.
Preferred Education & Experience
1. Pursuing degree in information technology, computer science or related field
2. One to two years related experience and/or training
3. Experience with other systems used by the bank including Microsoft Word and Excel
Additional Eligibility Qualifications
Pre-employment screening required include employment reference, criminal background check, credit check and possibly skills testing. This position is regularly exposed to sensitive information, trade secrets or proprietary information and the incumbent is required to keep any such information strictly confidential.
Bank Expectations of Employees
1. Adheres to Bank’s policies and procedures, including knowledge and comprehension of Bank Secrecy Act.
2. Acts as a role model both within and outside the Bank.
3. Exhibits a professional manner in dealing with others and works to maintain constructive working relationships.
4. Maintains a positive and respectful approach both verbally and in writing with superiors, colleagues, and individuals inside and outside of the Bank.
5. Performs duties as workload necessitates in a timely, accurate and thorough manner and is conscientious about assignments meeting department productivity standards.
6. Communicates regularly with supervisor about department issues.
7. Demonstrates flexible and efficient time management and ability to prioritize workload.
8. Consistently reports to work on time and prepared to perform duties of position.
9. Exhibits professional appearance in accordance with Signature Bank’s dress code standards.
The above job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required to successfully perform this position. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Signature Bank, N.A. is an Equal Employment Opportunity, Affirmative Action Employer. We consider applicants for all positions without regard to race, color, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, ancestry, religion, genetic information, physical or mental disability (where otherwise qualified), and military or veteran status, or other status protected by applicable law.
The IT Operations Analyst plays a central role in keeping an organization’s technology environment stable, secure, and efficient. This position monitors daily IT operations, troubleshoots system issues, and ensures critical applications, networks, and infrastructure run smoothly. The analyst collaborates with cross‑functional teams to resolve incidents, implement improvements, and support ongoing technology initiatives.
