Information Systems Manager - Silver State Schools Credit Union

Information Systems Manager

40 Hours (Full Time)

Monday - Friday (8am - 5pm)

Headquarters

630 Trade Center Drive

Las Vegas, NV

PURPOSE:

The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members.

• To deliver service in alignment with our Service Commitments:
• I will earn respect and build trust by acting with integrity in every situation.
• I will understand my role in supporting the team to achieve our purpose.
• I will focus on people over products and build lasting relationships.
• I will take ownership and accept responsibility.
• I will treat my coworkers with the same high standards as I treat my members.
• I will continuously look for ways to improve myself, my credit union, and my community.
• I will accept there is no "they". We are one working toward the same mission.
• I will commit to the core values.
• Meet all established service goals.

SUMMARY:

The IS (Information Systems) Manager will work with the VP of IT in performing a variety of administrative, technical, and supervisory work in the Information Technology organization. They will serve as a resource to the IS team and assist in troubleshooting, mentoring, and escalation of issues as required. The IS Manager oversees assigned applications and systems which may include both in-house and hosted applications and is responsible for overseeing the implementation of new systems and/or programs designed to meet management's information needs. The IS manager will provide leadership to the team and collaborate across departmental boundaries to ensure IT goals are met on time and within budget.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• People Management - Assess, manage, and evaluate the staffing requirements, positions, and salary administration for all IS

staff. Be able to perform the following minimal duties, including:

• Develop operations schedule, assigns work to staff, and establishes staff scheduling to cover key hours of operations.
• Perform regular review of staff work performances and meeting required credit union performance evaluation deadlines.

• Deal promptly with people issues and concerns.
• Ensure staff is meeting deadlines for all required company training
• Conduct regular one on ones with staff to ensure they are on track to meeting their yearly goals.

• Ensure timesheets are completed and signed off on every week.
• Enforcement of all dress code and employee handbook policies.
• Core/Application Management - Responsible for assisting in planning, coordinating, and troubleshooting activities around the IS team.
• Provides continuous feedback to the VP of IT regarding priorities and status of work being performed within the IS team
• Is recognized as the subject matter expert for core and assigned applications for system administration. Inspects work for exactness and conformance to policies and procedures.
• Maintains availability to assist in troubleshooting and providing support to consistently meet or exceed SLA's
• Manage and guide testing of applications/core using appropriate methodologies and tools to improve efficiency and effectiveness of operations
• Coordinate work of the team on a weekly and daily basis, ensuring effective prioritization, planning, assignment of tasks and high-quality execution
• Provide 2nd line of support on complex internal and external service issues and requests that have been escalated by the team
• Provides workflow and technical support for projects to ensure project tasks are met on time and within budget
• Ensures IS team follow through on assigned projects and tasks and delegates support issues to the appropriate staff
• Oversee all application upgrades, maintenance fixes, and vendor-supplied patches and ensure all applications are up to date and running as expected.
• IS Operations - Assess and Manage the following areas of IS operations and to ensure staff is supporting SSSCU users with excellent service:
• Oversees and directs the daily operations of the IS department as it pertains to ticketing, help desk, hardware, and daily issue resolution.
• Identifies and helps VP of IT design organization's strategic and long-term goals.
• Oversees administration of Service Level Agreement as it pertains to IS operations.
• Work closely with other Technology staff in an efficient and effective manner to reach department goals.
• Work with core system vendor, core system, and internal staff to resolve new and outstanding issues.
• Direct testing of all new releases of core financial systems and make users aware of new features.
• Ensure staff is responding promptly to service requests such as; hardware troubleshooting, repair, and configuration changes
• Maintain competency in current technology and its applications for the benefit of end users.
• Maintain relationships with key IS vendors/business partners.
• Provide direction to operations staff as to any special operational conventions to ensure accuracy and timely daily processing.
• Lead large Technology projects, including the design and deployment of new Technology systems and services
• Overseeing and determining timeframes for major IS projects including system updates, upgrades, migrations, and outages
• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IS infrastructure
• Ensure IS documentation is up to date and accurate for items such as; policy and procedures, change log, inventory, topologies and/or diagrams
• 24 hours on call contact for unplanned events and scheduled maintenance.
• Help Desk Management - Responsible for the service level standard for help desk support.
• Responsible for daily supervision of help desk technicians, delegation of assignments, monitoring of workload, problem solving, and technical guidance to ensure prompt response and resolution.
• Accept escalations and provide guidance to other Help Desk technicians when required.
• Provide data and reporting of Key Performance Indicators (KPI's) and trends to ensure service standards are being met.
• Develop strategies for help desk improvements. Work to make help desk the single source of service delivery channel for the company.
• Maintain and enforce Service Level Agreements (SLAs) to set expectations and measure performance.

SUPERVISORY RESPONSIBILITIES:

Directly supervises employees in the Information Technology department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include planning, assigning, and directing work.

PERFORMANCE STANDARDS:

All computer runs, reports, and data must be completed accurately, on time, and in the format that is most useful and useable to management. System availability for all member services meet current Service Level Agreement standards.

All daily outputs are available at the start of the business day or as required by the appropriate user. Month end and quarter end outputs are available within three working days of the cut-off period.

Provides timely, accurate, and appropriate recommendations as to hardware upgrades and proposals.

Gives clear and concise directions to operations staff as to daily schedules and any special operational conventions to ensure accurate and timely daily processing.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree or equivalent in Computer Science, MIS or similar field; plus 5 years related experience and/or training, or equivalent combination of education and experience.
• Working experience as an IT manager or relevant experience
• Prior experience in managing teams of 4 or more employees
• Excellent knowledge of technical management, information analysis and of computer hardware/software systems
• Hands-on experience with computer networks, network administration and network installation
• 3-5 years of experience working with the Symitar Host System
• 3-5 years of experience working with financial software systems and working in a financial institution or financial services provider

LANGUAGE SKILLS:

Ability to read and interpret documents produced by the data processing system, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of managers, employees, or directors of organization.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

No requirement.

OTHER SKILLS and ABILITIES:

Knowledge of all credit union departmental procedures and ability to adjust computer parameters to conform to policy changes. Ability and willingness to work alone, and irregular hours and days.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock and vibration.

The noise level in the work environment is usually moderate but may increase in volume during printer operations.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job include the need to occasionally use instructing and negotiating abilities, and imagination; to frequently use basic and complex numeric calculations, memory, and reading and writing ability; to continuously be alert, precise, resourceful, use problem solving, concentration, creativity, and good judgement.

*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*

**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**

SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE) DRUG-FREE WORKPLACE