Service Delivery Analyst l (Administrative)

Position Purpose:
· The Service Delivery Analyst (SDA) will play a pivotal role in ensuring the smooth operation of BM Technologies, Inc's core platform by providing technical support for service incidents and requests. The candidate will serve as the first point of contact for all service-related issues and requests, collaborating with both internal and external customers and the Service Delivery team to resolve issues efficiently. The ideal candidate will be responsible for executing incident management and supporting change/release management processes to ensure a seamless user experience.

Primary Responsibilities:
· Incident Management: Act as the primary point of contact for reported service incidents. Ensure that all incidents are handled promptly, with effective solutions provided, and follow escalation procedures to ensure timely resolution. Achieve and maintain high levels of customer satisfaction.
· Service Delivery Support: Ensure the effective execution of Service Delivery processes, minimizing disruption to business operations. Contribute to the development and documentation of service procedures and processes.
· Change & Release Management: Participate in change control processes, scheduling, and release management activities. Ensure the accurate and timely deployment of changes across environments. Communicate effectively with all relevant stakeholders to ensure clarity and coordination.
· Problem Resolution: Act as a point of escalation for complex or high-priority issues. Work across teams to troubleshoot and resolve tier 1 and tier 2 support issues and engage in root cause analysis (RCA) to prevent future incidents.
· Continuous Improvement: Identify areas for process improvement, particularly in Incident, Problem, Change, and Release Management, and contribute to the implementation of best practices. Maintain and document relevant procedures and practices.
· Collaboration: Work closely with cross-functional teams to support product releases and updates. Collaborate with internal teams to foster knowledge sharing and cross-training initiatives.
· Risk Management: Identify and assess risks that may impact service delivery and deployment activities. Develop remediation plans to mitigate potential issues, ensuring minimal disruption to service delivery.
· Communication & Reporting: Maintain effective communication with senior leadership and stakeholders, providing updates on incidents, risks, and progress. Produce and maintain release notes, readiness reports, and incident logs.

Authority, Impact, Risk:
· Comply with all requirements, policies, and procedures of the Bank Secrecy Act (BSA) and attend all mandatory compliance and regulatory training
· Create tickets for internal teams for escalated production issues across programs
· Create tickets for external teams for escalated production issues across programs
· Access to Microsoft Azure environment including SQL Server Management Studio to view customer data across programs
· Access to all systems related to all programs - BMAS, CAST, Oracle, FIS (IBS Insight, CMSE & CST), Mailgun, Twilio, Smarty Streets, Socure, Pager Duty, Slack, Outlook, Teams, Alogent, Mastercard, Alchmer and certain partner approved applications.
· Assist in determining risk to change and release program management

Key Relationships:
· All internal business departments and external business partners

Managerial Accountability:
· N/A

Working Conditions:
· Ability to work in fast paced environment
· Ability to work under tight deadlines
· Ability to be self-motivated and well organized
· Ability to multitask
· Little to no travel

Time Allocation:
· Incident & Problem Management…………………60.00%
· Service Delivery & Change Management……….........................................….15.00%
· Continuous Improvement & Risk Management…25.00%

Job Specifications:
Position adheres to confidentiality policy, code of ethics and knowledge of Bank Secrecy Act and best practices and other pertinent Regulatory laws and regulations.
Required:

Technical School Diploma or equivalent preferred.
Minimum of 3 years in a production support, technical application support, or similar role.
Experience with Incident Management and Change/Release Management tools
Exposure to mission-critical enterprise systems; experience in banking systems is a plus.
Basic programming skills (e.g., .NET, SQL, JavaScript) are beneficial.
Familiarity with Azure DevOps or similar development tools.
Knowledge of ITIL or similar Service Management frameworks.
Understanding of DevOps practices and Agile methodologies.
Experience with version control, configuration management, and cloud automation.
Strong problem-solving abilities with a focus on delivering efficient resolutions.
Excellent communication, writing, and organizational skills.
Customer service-oriented, with the ability to work in a team-based, collaborative environment.
Ability to manage multiple tasks simultaneously and prioritize effectively.
Experience with web and mobile application development (iOS/Android) and troubleshooting.

Preferred:

ITIL Foundation certification is a plus.
Knowledge of version control, configuration management, software environment controls, and app containerization.
Familiarity with Agile/SCRUM and cloud-based automation tools.
Banking: understanding financial technology platforms is highly desirable.
Advanced Programming Skills: Knowledge of additional programming languages and frameworks such as .NET, XML, or JavaScript.
Advanced ITIL certifications or other related Service Management qualifications are a plus.
Previous experience mentoring or leading junior team members is advantageous.

Risk Management Requirements:
Understands and adheres to Workplace Policies, Code of Conduct, privacy, and information security guidelines. Understands and adheres to Anti-Money Laundering, Bank Secrecy Act, and Compliance with the USA PATRIOT Act policies and procedures applicable to position, completing any supporting requirements within defined timeframes. Acts within authorized limits and delegated authorities and role applicable policies and procedures. Follows processes and controls to protect shareholder interests. Mitigates risk to the bank and customers by following all applicable security procedures.

Equal Opportunity Employer including Veterans/Disabilities