IT Operations Support Analyst

IT Operations Support Analyst

Are you seeking a fun, collaborative and dynamic environment where your contributions as IT Operations Support Analyst will be recognized? If the answer is yes, apply to become a member of Mission Valley Bank's valued, talented and proven team, dedicated to service excellence.

Reports to the IT Manager and provides day-to-day technical assistance to end users, manages incoming service requests and incident tickets, and ensures timely resolution or escalation of issues. The role is responsible for the support and health of banking systems and applications, including CORE (Fiserv Premiere) and intranet (SharePoint). The IT Operations Support Analyst will play a critical role in ensuring system reliability, performance and alignment with business needs, while fostering collaboration across departments and championing continuous improvement. This is a full-time onsite position located in Burbank CA.

Essential Duties and Responsibilities

• Serve as the primary point of contact for all IT-related issues related to access, troubleshooting, and service requests. Troubleshoot and resolve Level 1 issues related to:
• Workstations, peripherals, and basic network connectivity
• Log, track, prioritize, and manage support tickets from initial request through resolution, ensuring accurate documentation and timely communication. Escalate complex or unresolved issues to IT team, managed service providers, or vendors as appropriate.
• Identify recurring issues and recommend improvements to reduce future incidents.
• Manage the Bank's IT asset inventory, including laptops, peripherals, mobile devices, and related equipment throughout their full lifecycle.
• Prepare, image, configure, deploy, and document IT equipment for new hires in coordination with HR and hiring managers.
• Replace, troubleshoot, and coordinate repair or decommissioning of broken, damaged, or obsolete IT assets.
• Maintain accurate asset records, including assignment, condition, location, warranty status, and return of equipment during employee offboarding.
• Serve as the main point of contact for all FISERV Premier applications. Monitor, support and maintain Fiserv, Ancillary Fiserv and relevant apps, modules, and teller systems for both the Bank's employees and FISERV.
• Become the Subject Matter Expert (SME) on Fiserv Premier as it relates to the Core, Specifications, Integrated Teller, and Payments Exchange to get the most out of these programs for efficiencies and information.
• Manage the change and upgrades process, including planning, deployment, testing, maintenance, upgrades, support.
• Routine review of data stored in the system to ensure accuracy and integrity of information.
• Evaluate and implement application enhancements or replacements to optimize business performance.
• Document system configurations, workflows, and procedures.
• Monitor and enforce data governance, application security, and compliance standards.
• Train end users on system best practices and new features/functionality of the system.
• Understand roles and assignments in each application/system.
• Assist IT Manager with non-routine or complex technological matters.
• Bring any suspicious activity to the attention of a supervisor, or the Bank Secrecy Act Officer.
• Follow all Bank policies and procedures to ensure compliance with all laws and regulations.
• Understand and adhere to regulatory guidelines including but not limited to FCRA, BSA, GLBA, etc. as the regulations pertain to the employee's job function.
• Embrace MVB's core values ACCEPT, show respect for cultural differences; promote working environment free of harassment of any type; support a diverse workforce and affirmative action. Maintain up to date knowledge and may train others on products, services, departmental systems, and related technology, policies and procedures.

Basic Requirements

• Bachelor's degree in computer science or technology related field, and 3 years of IT/help desk experience required.
• Banking or financial institution experience required.
• Excellent knowledge of applications, integrations and data management.
• Ability to communicate at all levels. Good verbal and written communication skills.
• Ability to interact with all levels of clients, staff, and management.
• Ability to work independently with limited direction from supervisor.
• Ability to work successfully in a deadline driven environment.
• Excellent attention to detail and accuracy; good organizational, research and follow-up skills.
• Strong PC skills, (system knowledge), and Excel and Word.

About Mission Valley Bank We are an independent commercial business bank focused on the financial needs of small and mid-sized businesses and their owners, professionals, entrepreneurs and high-net-worth individuals. Launched in July 2001, headquartered in Sun Valley, CA, our organizers and founders are local business people and bankers who have worked in - and served - this community for many years. We understand the importance of developing and building strong relationships within the communities we serve, providing exceptional financial solutions and acting as Trusted Advisors to each of our clients.

Mission Valley Bank knows that being an outstanding bank requires both knowledge and delivering superior service to our customers. Every day we perform with an uncompromising commitment to the highest customer service standards. We seek talented and proven individuals who share these standards to join our team.

Physical Demands / Work Environment This is primarily a sedentary position that requires extensive computer work. While performing the duties of this job, the employee is frequently required to stand; sit and use hands to type, reach with hands and arms and talk or hear. The employee is occasionally required to walk, stoop, and kneel. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. In the performance of the duties of this job the employee is required to travel, drive a motor vehicle, and communicate using telephone and e-mail. The noise level in the work environment is usually moderate.

Please consider joining our DYNAMIC, friendly team! It takes only a few minutes to check-out this great opportunity and apply!

Mission Valley Bank is committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We offer a competitive compensation and benefits package including a 401K plan. Mission Valley Bank will not reimburse for relocation.

Mission Valley Bank is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Pre-employment background checks are required for all positions.

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Note: This preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.