Digital Support Data Analyst

Overview

Responsible for the collection, development, analysis, and presentation of data and performance metrics for new and existing, digital products and services. Maintains ongoing data sources, metrics, reports, analyses, dashboards, etc. used to evaluate the performance and growth of digital banking. Responsible to develop and maintain shared data sources to ensure consistency, accuracy, and availability of digital banking data to be referenced as needed among various business units within the organization.Supports the Digital Division by analyzing the appropriate data to effectively measure results, to provide forecasts and projections, and performance metrics to support managerial and strategic business intelligence needs.Provides Tier 3 support to resolve escalated incidents reported to the Digital Support Department. Conducts research to provide requested documentation for subpoenas.

Responsibilities

1. Determines relevant data needs and coordinates with team and other IT staff to fulfill those needs.

a. Works with vendors, developers, database admins and various teams to define requirements for views, queries, and tables necessary to support analytic needs that conform and expand data marts and the integrated data warehouse.b. Works with management and other staff to assess various reporting needs. Understands the purpose and objective behind each innovation, product and project to create relevant, useful reports.c. Develops an understanding of underlying corporate data sources and their relationships to support BI development.d. Analyzes reporting needs and requirements. Assesses current reporting in the context of strategic goals and devise plans for delivering the most appropriate reporting solutions to users.e. Maintains, prioritizes, and implements statistical/report requests from team and other departments.

2. Maintains recurring and ad-hoc business intelligence reports and dashboards.

a. Extracts operational, performance, statistical and other data from various information systems.b. Maintains & answers questions for reporting and analysis needs of the Digital Division,primarily to support performance reporting needs.c. Uses various software applications such as desktop tools, spreadsheets, report writing software, statistical software, graphical presentation tools, and business intelligence applications to creatively assemble, manipulate and/or format data and/or reports that are appealing and easy for end users to understand.d. Works within controls to ensure the accuracy, timeliness and confidentiality of all reports, views, dashboards, analyses, and data.e. Scouts new reporting tools and makes recommendations to enhance reporting techniques and strategies.f. Assists and supports credit union personnel as needed.

3. Works closely with Digital Division management to interpret and analyze statistical results.

a. Analyzes, interprets, and summarizes outputs.b. Participates in the interpretation and context of complex business reports.c. Runs what-¬if simulations based on varying factors and assumptions.d. Identifies exceptions, positive and negative trends and measures that are out of tolerance with established limits and ranges.e. Identifies potential concerns based on projections of current trends.f. Performs statistical and financial analysis of data and prepares reports on key observations and findings.g. Trains and supports end users on access of reports.

4. Tier 3 Support and Training

a. Must be able to train others on data sources, reporting, contextualizing statistics, using created reports, and more, by creating and preparing presentations and scheduling meetings.b. Answers calls and emails from other departments and solves high level Digital Support Incidents.c. Claims incoming reported incidents to be added to personal que. Completes advanced troubleshooting and data research to identify and resolve incidents.d. Maintains personal que by conducting routine follow-up, manages subsequent requests submitted internally with other departments, and externally with vendors, and exchanges information and data as needed to achieve resolutions.e. Effectively communicates with Tier 2 support teams and frontline staff to help facilitate member support.f. Documents successful troubleshooting processes to further develop job aids and procedures to support ever-evolving software and workflows. g. Collects data upon request when needed for subpoenas, or other department needs.

Qualifications

Training/Education/Certification:

• Bachelor’s degree in Information Technology, Computer Science, Data Analytics, or another business-related field preferred. Equivalent certifications and experience may substitute for education qualifications.• Certifications in Information Technology, Computer Science, Data Analytics, S