Business Solutions Analyst II

PRIMARY OBJECTIVE OF POSITION

Identifies key business process improvement opportunities, assisting AVP Business Solutions to develop and execute comprehensive plans that create alignment with Business Systems Member Experience and End User Member Experience. May participate in consultation to users and in cross functional teams to address business issues.

ESSENTIAL JOB FUNCTIONS

• Leads and supports assigned projects adhering to the Project Management Methodology of the Credit Union.

• Responsible for tracking projects tasks, updates, status and communicating with stakeholders and vendors

• Helps identify key issues, risk, gaps, and/or problems and escalates as necessary to ensure awareness and seek assistance with resolution.

• Evaluates information harvested through surveys and workshops, task analysis, and business process description to help identify process improvement opportunities for both employees and members. Work with vendors on evaluations of current processes and systems.

• Proactively works with business units to understand how software/systems can be leveraged across the organization to improve both employee and member experience such as core releases, upgrades, business requests for enhancement of current processes

• Utilizes process mapping methodology to map member experience "As is" and "To be" highlighting bottlenecks and delays, rework, unnecessary steps and authority ambiguity.

• Maintains an up-to-date and comprehensive knowledge on all Credit Union products and services that are handled or promoted such as electronic services or remote services.

• Creates and recommends process improvements from the member/employee's point of view, showing whether each step of the process help create a clear value for the member/employee.

• Collaborates with operational stakeholders to improve existing processes affected by the system conversions, system upgrades and or releases to implement new processes that complement the project and/or initiative success.

• Coordinates testing of processes improvements including the development of effective test plans and analysis of testing results.

• Adheres to change controls for process improvements.

• Builds effective relationships with vendors through monthly calls, projects and support cases.

• Responsible for escalating support cases as needed.

• Post-implementation/conversion/integration activities, such as documentation of lessons learned sessions and another program close-out tasks.

• Manage multiple projects with limited scope.

• Detailed planning and/or conduct of implementation/conversion/integration events including reserving, coordinating, and communicating key logistical information necessary to business units to support the event.

• Provide 2nd tier technical support for tickets opened with credit union staff and vendors for multiple key/critical applications administered via Service Desk ticket system, phone, email, and remote support; documenting all work and escalating as when required.

• Serve as administrator and Subject Matter Expert (SME) for Credit Union various third-party applications (Online Banking, Temenos, Meridian Link, Ackelerant, etc.).

• Provides guidance and support to Business Solutions Analyst II on projects

• All other duties assigned.

RELATIONSHIPS AND CONTACTS

Reports To: Business Solutions Assistant Manager

Contacts: Frequent contact with other employees, departments, and outside vendors.

EDUCATION

• Associates Degree in business, statistics, information technology or a comparable field. Comparable work experience in lieu of degree

EXPERIENCE

• Five (5) years financial institution
• Two (2) years analytics, system administration or project management.

PHYSICAL REQUIREMENTS

• Position involves wrist / hand manipulation; restriction to workstation for extended periods of time; ability to lift up to 50lbs.; ability to bend stoop and reach overhead.
• Vision abilities required by this job include close vision for frequent viewing of computer monitors and review of documents.
• May be required to stand for extended periods of time.
• Communication abilities required by this job includes clarity in speech and hearing for effective staff/member interaction.
• Must be able to drive a vehicle and have a valid driver's license. The candidate must be available to travel to other branches as needed.

MENTAL

• Must be able to perform job functions independently or with limited supervision and work effectively either on your own or as part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instructions.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Most important to this position are good communication and human relation skills, organizational abilities, initiative, follow through, and reliability.
• Must have adequate personal computer skills with advanced knowledge of Excel and demonstrated ability for problem-solving and process analysis. Working knowledge of core systems preferred.
• Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

EQUIPMENT SKILLS

• Desktop PC running a Windows operating system. Microsoft Office,
• Telecommunications equipment, printers, copiers, and calculator.

I acknowledge that I have received, read, and understand this Job Description. I agree to perform to the best of my abilities the functions and duties described herein, with or without reasonable accommodation. I understand that this Job Description does not constitute an employment contract or alter my "at-will" employment status. I further understand that the duties and responsibilities described in this Job Description are subject to change or modification, as determined by management, and that I am responsible for performing any job duties, or other tasks, and responsibilities that may be assigned, and/or directed by management.