University Credit Union

Systems Engineer

• Delivers on University Credit Union’s core purpose of giving everyone in the University community a financial advantage by assisting with designing, testing, implementing, managing, and enhancing products and services within the digital channels.
• Analyzes metrics to understand trends in digital adoption and usage.
• Recommends and communicates plans and strategies to address trending issues within UCU’s online and mobile environments.
• Responsible for working with third-party vendors to find resolutions to complex and escalated issues within UCU’s online and mobile environments.
• Champions UCU’s digital products and services and subsequent enhancements as a trusted subject matter expert.
• Identifies opportunities for innovation in the UCU digital service environment.
• Keeps apprised of leading-edge technology and new offerings in the digital space through ongoing education.
• Manage day-to-day operations of UCU’s digital banking platforms: including online banking administration, member access management, certificate maintenance, production monitoring, and support ticket triage and resolution.
• Serve as the primary technical point of contact for digital platform vendors; coordinating on platform issues, configuration updates, and member-facing functionality enhancements.
• Support the management of multiple digital service platforms; including data exports, configuration monitoring, and ongoing vendor coordination.
• Build and maintain technical runbooks documenting routine platform maintenance tasks; ensuring operational continuity across all team scenarios.
• Triage and manage the digital services ticket queue daily; routing tickets appropriately, tracking resolution status, and delivering weekly written status updates to the VP of Digital Strategy and Innovation.
• Partner with the virtual branch team to deliver data-driven outreach targeting; providing weekly member segments, inactivity flags, and credit risk prioritization lists that enable proactive and informed member outreach.
• Collaborate with Marketing to provide digital performance data, member behavior insights, and campaign targeting segments that support email sequences, in-app campaigns, and A/B testing programs.
• Support the Delinquency Task Force by delivering monthly credit risk intelligence including member data, loan exposure analysis, and credit trend reporting; coordinating with IT and core banking teams as needed.
• Coordinate UAT testing for digital product launches and third-party integrations, ensuring production deployments match approved UAT configurations.
• Support the VP of Digital Strategy and Innovation in vendor relationship management, preparing performance data, escalation documentation, and business review materials.
• Identify opportunities to improve the member digital experience through data surfacing friction points in digital banking flows, drop-off patterns in account opening journeys, and engagement gaps across channels.
• Stay current on emerging trends in digital banking analytics, credit union technology, and AI-powered member engagement tools; bringing relevant insights and recommendations to the DSI team.
• Support the evaluation of new digital products and vendor solutions by building analytical frameworks for comparison and recommendation.
• Champion data-driven decision-making across DSI by ensuring platform changes, campaign launches, and product additions are backed by evidence and measured against defined success metrics.
• Back up the Digital Services team as needed.
• Complete other duties as assigned.

Digital Services Systems Analyst