Enterprise Solutions Analyst at Empower Federal Credit Union in Syracuse, New York

Job Description

Role:

The Enterprise Solutions Analyst supports, configures, and administers the Credit Union’s enterprise platforms, with a primary emphasis on Salesforce Financial Services Cloud, MuleSoft monitoring and configuration, and contributing to CI/CD and release management within Azure DevOps. The role centers on platform configuration, operational stability, and governance rather than complex development or solution architecture.

This position works closely with business stakeholders to gather and refine requirements, coordinate testing, and ensure smooth delivery of technology solutions. The analyst plays a key role in maintaining system reliability, executing releases effectively, and supporting a positive user experience across the organization. Overall, the role contributes to operational efficiency, regulatory alignment, and the continued maturity of enterprise platforms in a growing, service-oriented environment.

Location: Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.

Essential Functions & Responsibilities:

30% Production Support & Issue Resolution:

– Provide Level 1/2 support for enterprise platforms, triaging incidents, fulfilling service requests, and escalating as needed.

– Monitor system health, usage trends, and performance to proactively identify risks or improvement opportunities.

– Support root cause analysis and implement corrective or preventive actions.

– Ensure timely communication and resolution of issues impacting business operations.

– Track and report on incident trends, recurring issues, and service levels to support continuous improvement and operational transparency.

– Follow established incident management, escalation, and major incident protocols to ensure consistent and compliant response.

30% Platform Administration & Configuration (Salesforce & Enterprise Applications):

– Perform day-to-day administration of Salesforce Financial Services Cloud, including user setup, profiles, permission sets, roles, and security configurations.

– Support a portfolio of smaller enterprise and vendor-hosted applications, including configuration, access management, and issue coordination.

– Document configurations, procedures, and support knowledge for operational continuity and audit readiness.

– Support CI/CD pipeline execution within Azure DevOps, including build validation, deployment coordination, and release scheduling.

– Promote code and configuration changes across environments in alignment with change management and governance processes.

– Maintain version control discipline, release documentation, and deployment records.

– Coordinate release readiness activities, including validation, communication, and rollback planning.

25% Business Engagement, Requirements & Testing:

– Partner with business stakeholders to gather, document, and refine functional requirements and user stories.

– Facilitate backlog grooming, sprint planning support, and acceptance criteria definition.

– Coordinate and support user acceptance testing (UAT), including test case creation, execution tracking, and defect management.

– Act as a liaison between business users, vendors, and internal technology teams to ensure alignment and clarity.

15% Integration Support & MuleSoft Operations:

– Monitor MuleSoft integrations to ensure uptime, performance, and successful data processing across systems.

– Investigate and resolve integration issues, including error handling, data discrepancies, and system connectivity concerns.

– Partner with engineers and vendors to coordinate enhancements or changes to integration services.

– Maintain visibility into integration health and escalate risks proactively.

– Perform all other duties as assigned.

Performance Measurements:

See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Knowledge and Skills:

Experience: 3 to 5 years of experience in business systems analysis, application administration, or platform support roles, including:

– Experience administering Salesforce (Financial Services Cloud preferred).

– Exposure to MuleSoft or other integration platforms with a focus on monitoring and support.

– Experience with CI/CD tools, preferably Azure DevOps, including pipeline coordination.

– Experience working in Agile or hybrid delivery environments.

– Experience in financial services or a regulated environment is preferred.

Education: A bachelor’s degree in Information Systems, Business, or a related field is preferred.

– In lieu of a degree, relevant certifications (e.g., Salesforce Administrator, Business Analyst, or Agile certifications) may be considered.

– Equivalent combinations of education, certification, and experience are encouraged.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

– Strong proficiency in Salesforce administration and declarative configuration tools.

– Working knowledge of MuleSoft or similar middleware platforms, with emphasis on monitoring and support.

– Familiarity with Azure DevOps, CI/CD pipelines, and release coordination processes.

– Understanding of data governance, access controls, and regulatory considerations (e.g., NCUA expectations).

– Strong analytical and problem-solving capabilities with attention to detail.

– Ability to manage multiple priorities and meet deadlines in a structured environment.

– Strong documentation and communication skills, including user stories and process flows.

– Demonstrated ability to work effectively with business stakeholders and vendor partners.

– High level of accountability, adaptability, and collaboration.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.