Senior Client Services Analyst

• Resolve Tier II IT service requests and incidents escalated from the Service Desk. This includes remote troubleshooting and resolution for issues related to DVR, print, advertising displays, PCs, laptops, mobile devices, and other end user technologies located at Meridian branches and corporate offices.
• Provide comprehensive support for all functional business role groups including corporate, retail, and executives, ensuring swift resolution of complex technical issues.
• Track and document all support activities using ServiceNow for future knowledge base reference.

• Lead projects such as the annual hardware refresh, liaising with stakeholders to ensure timely and successful execution.
• Manage project timelines, resources, and deliverables, ensuring alignment with organizational objectives.

• Coordinate the monthly release cycle for client deployments of Meridian's banking system applications.
• Ensure the timely deployment of updates and changes specific to banking system applications, maintaining integrity and functionality throughout the release process.
• Facilitate releases for various critical business applications, ensuring prompt deployment of updates and changes as needed.

• Identify and remediate vulnerabilities in client systems, applications, and peripherals to enhance overall security posture.
• Maintain patch management processes and procedures to ensure timely deployment of security patches and updates.
• Collaborate with cybersecurity teams to prioritize and address critical vulnerabilities, minimizing potential risks to organizational assets and data.
• Monitor vulnerability assessment reports and security advisories, taking proactive measures to mitigate emerging threats.

• Deliver on-site support at Meridian's corporate offices, addressing IT issues promptly and minimizing disruptions for employees.
• Manage and troubleshoot technical challenges related to Laptop deployments, hardware shipping, printers, video conferencing rooms, and other technical hardware that is located on-site at Meridian corporate offices.

• Offer specialized support to Meridian's Executive Leadership Team and Board of Directors, addressing their unique IT needs and requirements, including assistance with video conferences, meetings, and bespoke needs.
• Provide personalized guidance to executive stakeholders, ensuring seamless computing experiences.

• Collaborate with vendors to procure necessary hardware components and service delivery, ensuring timely and accurate adherence to quality standards.
• Manage vendor relationships, including contract negotiation and performance evaluation to optimize service delivery and cost-effectiveness.

• Identify and implement process enhancements within the IT Asset & Service Management area, leveraging SCCM, ServiceNow, and Intune.
• Streamline software deployment, incident management, and device management processes.
• Foster collaboration for the adoption of best practices across SCCM, ServiceNow, and Intune environments.
• Participate in Change-advisory board (CAB) process.

• Proficient in troubleshooting end user systems, peripherals, and software applications.
• Strong interpersonal and communication skills, adept at engaging with executive stakeholders and end users. Prior experience in providing on-site support and executive-level assistance is preferred.
• Strong prioritization skills, capable of effectively managing and organizing tasks to meet deadlines and address critical issues promptly.
• Working knowledge with SCCM (System Center Configuration Manager) for software deployment and endpoint management.
• Competent in Azure Active Directory (AD) and Intune for cloud-based identity and device management.
• Expertise in customizing Windows 10/11, including Group Policy management and registry modifications.
• Experience with application packaging and deployments, utilizing tools such as Microsoft App-V or MSI packaging.
• Knowledge of Windows Autopilot for device provisioning and configuration.
• Proficiency in scripting using PowerShell or similar languages.
• Experience with Crestron Unified Communications systems for managing video conferencing hardware and conference room setups.

• We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your candidates and clients!
• You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
• Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues.
• This is not your typical "corporate" job. We work hard and we have fun!

Meridian Credit Union