Value Proposition
Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.
Overview
Responsible for supporting business services within Information Technology. The role performs business analysis with business and technology partners to elicit, analyze, and define requirements into documentation and conceptual design using appropriate techniques and visual models from which solutions are developed. The role troubleshoots and solves issues, evaluates value of user change requests and assists in monitoring, measuring, and enhancing the service. Works with IT stakeholders, business users, and external service providers to understand the underlying technologies and applications.
Responsibilities
Performs a set of tasks and techniques used to work as a partner among stakeholders to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to meet its goals. Perform enterprise analysis prior to pursuing business specific solutions. Creates visual models, elicitsand& documents requirements.
Provides second level application services support to internal business users. Performs in depth research and identify sources of production issues. Investigates and documents root cause analysis of issues. Focuses on the delivery of the service's business outcomes and Key Performance Indicators, when determining work priorities.
Work closely with business and technology partners in identifying process improvement opportunities. Build and foster relationships across multiple organizations.
Provides impact analysis of process and technical change requests to existing service. Analyzes impact of Information Technology environment changes and upgrades on the application services and coordinates testing and change management. Analyzes trends in application support tickets and executes problem management practices to eliminate recurring incidents. Assists in the development and execution of test plans, and documents results as necessary. Documents solutions in the Information Technology Service Management system to increase first level ticket resolution. Maintains system documentation.
Actively participates in enterprise change control governance to assess impact of process and technical change requests to existing services. Assists in the development and execution of test plans, and documents results as necessary. Maintains system documentation.
Qualifications Education
Bachelor Degree or the equivalent experience. Specialty: Computer science, management information systems, or a related field. (Preferred)
Experience
3 or more years business analysis and software support. Advanced PC skills to including Microsoft Word, Excel, Outlook or similar word processing, spreadsheet, and email applications. Excellent problem solving, planning, and interpersonal skills. Excellent communication, including written, verbal and presentation skills. (Required)
3 or more years Financial services sector, with a working understanding of bank technology, knowledge of primary banking applications and general banking experience. Performing business process analysis, collecting, and writing business and functional requirements, including process and data flows, in support of technology investments. (Preferred)
Basic coding knowledge (SQL, VB.NET, HTML, C# programming knowledge). (Preferred)
Mortgage system
administration experience. (Preferred)
Knowledge, Skills, and Abilities
Ability to communicate effectively with both technical and non-technical individuals at various levels
Advanced PC skills to including Microsoft Word, Excel, Outlook or similar word processing, spreadsheet, and email applications.
Excellent problem solving, planning, and interpersonal skills. Excellent communication, including written, verbal and presentation skills.
Business Requirements
Functional Requirements
Process Mapping
Project Management
Impact Analysis
Wire Framing
Prioritization
Root Cause Analysis
Process Improvement
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