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Business and Service Desk Analyst

Cicsacu · Grand Cayman, Cayman Islands
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Other (Adjacent or hard to classify.)
posted
1d ago
location
Grand Cayman, Cayman Islands
languages
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> description

The Credit Union is a dynamic, member-driven, savings and loans institution that integrates, preserves, and cultivates champions and visionaries to improve the lives of our local community. Differing in both philosophy and structure from other financial institutions, not just through positive economic and social change, but by members helping members that operate not for profit but for service. As an organization of collaboration and innovation, we welcome applications from individuals that want to further their careers in a growing, family-oriented environment, that endeavors to enrich the lives of our members and the community we serve.

 

PRINCIPLE ACCOUNTABILITIES:

  • Provide timely first-line technical and application support to staff.
  • Diagnose and resolve hardware, software, access, and connectivity issues.
  • Log, prioritise, track, and resolve incidents and service requests within agreed SLAs.
  • Gather business requirements, analyse processes, and translate needs into technology solutions.
  • Support core banking, CRM, ATM, and other critical business applications.
  • Develop and execute testing for system changes, enhancements, integrations, and vendor releases.
  • Manage user access, permissions, onboarding, and offboarding in line with security requirements.
  • Support technology projects and coordinate with IT teams, business users, and third-party vendors.
  • Maintain accurate procedures, requirements, test documentation, troubleshooting guides, and knowledge articles.
  • Identify opportunities to improve business processes, IT services, systems, and user experience.
  • Work closely with business stakeholders to resolve technology-related issues and ensure effective communication and follow-through.
  • Monitor recurring issues and service trends, recommending solutions to improve system reliability and service delivery.
  • Support the implementation and adoption of new technologies, system enhancements, and process improvements.

 

QUALIFICATIONS & EXPERIENCE:

The post holder must possess:

  • Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Business Administration, or a related field. An equivalent combination of education and relevant experience may be considered.
  • 3–5 years of relevant experience in IT service desk, application support, business analysis, quality assurance, business systems support, or a related technology role.
  • Experience supporting end users, business applications, system changes, and technology-related projects.
  • Experience gathering and documenting business requirements and supporting system testing and user acceptance testing.
  • Experience working with IT teams, business stakeholders, and third-party vendors.
  • Working knowledge of Microsoft 365, Windows, Active Directory/Entra ID, ITSM/ticketing systems, basic networking, and end-user hardware.
  • Experience with core banking, CRM, ATM/acquiring, or other financial services systems would be an advantage.
  • Experience in banking, financial services, or another regulated environment would be preferred.
  • ITIL, CompTIA, Microsoft, Business Analysis, or other relevant professional certifications would be an advantage.

 

SKILLS/ATTRIBUTES:

  • Strong customer service skills with a professional and approachable manner.
  • Excellent verbal and written communication skills.
  • Ability to explain technical concepts clearly to non-technical users.
  • Strong analytical and problem-solving ability, with a structured approach to troubleshooting.
  • Ability to understand business needs and translate them into practical technology requirements.
  • Strong attention to detail and commitment to accurate documentation.
  • Ability to manage multiple priorities and competing requests while meeting agreed service levels.
  • Strong organisational skills, follow-through, and ownership of assigned tasks.
  • Ability to work effectively both independently and collaboratively within a team environment.
  • Strong interpersonal skills and the ability to build effective relationships with business stakeholders, IT colleagues, vendors, and project teams.
  • Ability to investigate issues, identify root causes, and recommend appropriate solutions.
  • Strong testing and quality assurance mindset, with an ability to identify defects and assess whether solutions meet requirements.
  • Ability to adapt to changing priorities, systems, technologies, and business requirements.
  • Demonstrated commitment to confidentiality, information security, compliance, and professional standards.

 

Credit Union offers an excellent remuneration package including a discretionary performance-based bonus, Pension and Health Insurance. Employees also participate as members in annual members dividends.

 

TO APPLY: Interested applicants who meet the above qualifications may submit their cover letter and resume to Human Resources via our Careers Page at: https://cicsacu.bamboohr.com/careers.

 

APPLICATION DEADLINE: 17 September 2026

Apply at Cicsacu →