Business Systems Support Analyst

Job Description

Job Description

Overview

Now Hiring: Business Systems Support Analyst
Full-Time | On-Site | Salem, NH
Department: Business Systems
Reports to: AVP, Business Systems Manager

Help Keep Our Banking Technology Running Smoothly

Bank of New England is looking for a detail-oriented and service-minded professional to support the technology systems our employees use every day.

If you enjoy troubleshooting technical issues, helping users, learning new applications, and finding practical solutions to problems, this could be an excellent opportunity to grow your career in IT and banking technology.

As a Business Systems Support Analyst, you’ll help maintain and support the bank’s existing applications, assist employees with system-related questions, manage user access, and coordinate with external technology vendors when issues require additional assistance.

Rather than developing software or building systems from scratch, you’ll focus on supporting the applications and processes already in place, helping ensure they work reliably and efficiently for the bank’s employees and customers.

This is an excellent opportunity for someone with experience in application support, or technical troubleshooting who wants to expand their knowledge of business systems in a banking environment.

Please note: This position is fully on-site in Salem, NH. Remote or hybrid work is not available for this role.

What You’ll Do

Application Support

• Provide day-to-day support for employees experiencing issues with business applications and banking systems.
• Troubleshoot common system problems, investigate error messages, and help identify practical solutions.
• Assist with user account administration, including access requests, permission updates, password resets, account lockouts, and new employee access.
• Help maintain user access and settings for core banking applications and online banking platforms.
• Document reported issues, troubleshooting steps, and resolutions.
• Escalate complex technical issues to the appropriate internal IT team or external technology vendor.
• Follow up on open support requests to help ensure issues are resolved in a timely manner.

Banking Systems Administration

• Learn and support the bank’s existing core banking systems and related applications.
• Assist with routine administrative tasks involving online banking, ACH and wire services, remote deposit capture, and other banking tools.
• Help maintain system settings, user permissions, and operational configurations according to established procedures.
• Research system functionality and assist employees with questions about available features and processes.
• Work with external vendors when system changes, technical assistance, or additional investigation is needed.
• Follow established procedures to help maintain accurate and secure system access.

Reporting & Data Support

• Assist with preparing, updating, and maintaining recurring operational reports.
• Use Microsoft Excel and other available reporting tools to organize information and research basic business questions.
• Help verify data accuracy and investigate discrepancies.
• Provide reports and information to internal teams as requested.
• Maintain organized records of system activities, requests, and related documentation.

Projects & System Updates

• Assist with routine system updates, testing, and configuration changes.
• Follow test instructions to verify that system changes work as expected.
• Help document issues identified during testing and communicate findings to the appropriate team members.
• Support system upgrades, new features, and other technology-related initiatives coordinated by the bank or its vendors.
• Help communicate relevant system or process changes to employees.
• Track assigned tasks and follow up with internal teams and vendors when additional information is needed.

Documentation & Process Support

• Maintain clear and accurate system documentation, procedures, and reference materials.
• Help keep internal instructions up to date as applications and processes change.
• Follow established workflows and identify opportunities to simplify routine tasks.
• Assist employees in understanding how to use assigned applications and complete system-related processes.
• Handle confidential information responsibly and follow the bank’s information security policies.

Compliance & Team Support

• Complete required training and follow applicable bank policies and procedures.
• Assist with gathering system information and documentation for internal audits, external audits, and regulatory examinations.
• Follow established security and access-control procedures.
• Work collaboratively with the Business Systems Manager, internal departments, IT resources, and external technology vendors.

What We’re Looking For

Required Qualifications

• High school diploma or GED.
• Some experience in desktop support, application support, technical troubleshooting, or a related field.
• Basic understanding of computer systems, business applications, user accounts, and access permissions.
• Familiarity with Microsoft Office, particularly Excel.
• Strong troubleshooting and problem-solving skills.
• Good organizational skills and attention to detail.
• Clear written and verbal communication skills.
• Ability to explain technical information in a way that non-technical users can understand.
• Willingness to learn new systems, applications, and business processes.
• Ability to manage multiple requests, follow established procedures, and escalate issues when necessary.
• Ability to work on-site at the bank’s Salem, NH location on a full-time basis.
• Current authorization to work in the United States, without the need for employer sponsorship now or in the future.

Preferred Qualifications

• Associate’s or bachelor’s degree in Information Technology, Computer Information Systems, Business, or a related field.
• Experience supporting business applications or managing user access and permissions.
• Familiarity with Microsoft Excel, reporting tools, or basic data analysis.
• Previous experience in banking, financial services, or another regulated business environment.
• Exposure to core banking systems, online banking platforms, or other financial applications.
• Experience communicating with external software vendors or submitting and tracking support tickets.

You do not need to be a banking technology expert to succeed in this role. We value a solid foundation in technical support, a willingness to learn, and the ability to investigate problems and follow through on solutions.

The Ideal Candidate

The successful candidate will be someone who:

• Enjoys helping people resolve technical and application-related issues.
• Is comfortable investigating problems rather than immediately assuming a system is broken.
• Is curious and eager to learn how different business applications work.
• Communicates professionally with employees, IT teams, and external vendors.
• Pays attention to detail when managing user access, handling data, and documenting issues.
• Follows established procedures while knowing when to ask questions or escalate a problem.
• Takes responsibility for assigned tasks and follows through until the next steps are clear.
• Is motivated to develop technical and business knowledge in a supportive, hands-on environment.

Why Join Bank of New England?

At Bank of New England, you’ll have the opportunity to build your technical skills while learning how technology supports the daily operations of a financial institution.

You’ll gain practical experience working with business applications, user access, system troubleshooting, operational reporting, and vendor-supported technology platforms.

This role offers exposure to a variety of systems and business functions, making it an excellent opportunity for someone looking to develop their career in IT support, application support, or business systems.

You’ll work closely with experienced team members while developing the knowledge and confidence to take on additional responsibilities over time.

If you’re a hands-on problem solver who enjoys technology and helping others, we’d like to hear from you!

Work Environment & Employment Requirements

• Work arrangement: Full-time, on-site position. This role requires working in person at the bank’s Salem, NH location. Remote and hybrid arrangements are not available.
• Ability to sit, stand, and walk for extended periods.
• Ability to use computers, telephones, and standard office equipment throughout the workday.
• Ability to lift and/or move up to 25 pounds.
• Employment is contingent upon completion of the required background and credit checks.
• Employment eligibility will be verified in accordance with applicable Form I-9 requirements.
• The position is subject to the bank’s Code of Conduct, Information Security Program, confidentiality requirements, and applicable regulatory standards.

Work Authorization: Candidates must be legally authorized to work in the United States and must not require employer sponsorship for employment authorization now or in the future.

Bank of New England is an Equal Opportunity Employer. Employment decisions are based on job-related qualifications, merit, and business needs.