Business Technical Analyst

Job Title

Support Analyst

Job Description

Primary responsibility is to provide support of business information systems across multiple departments. Be the point person on all support related tasks, such as managing the support queue, resolving support issues, and reassigning or escalating when appropriate. Work with business units to coordinate and implement maintenance updates, enhancements, and configuration changes as it relates to the core banking systems, CRM, business workflows, document management, account opening, and internally developed applications. Incumbent will assume responsibility for open tasks/tickets during post-implementation of projects.

Duties and Responsibilities

Analyst Responsibilities

• Monitor the IT Operations Support Queue and Assume Level 2 support for any escalated Service Desk Tickets.
• Provide support for core banking platforms, including CRM, document management, Workflow, job automation, and account opening.
• Ensure that stakeholders are kept up to date on support related issues.
• Serve as the subject matter expert while working with Development and Business units during the testing phases of support fixes, or system upgrades.
• Participate in Agile ceremonies with internal development, which includes writing User Stories based on business requirements and managing them to completion.
• Use analytical skills to identify potential crises and devise contingency plans.
• Thoroughly test and document all changes resulting from support, maintenance, and enhancement upgrades.
• Collaborate with Project Teams to determine how software updates, enhancements and new modules will affect and change operations within department and credit union.
• Conform to shifting priorities, demands and timelines through analysis and problem-solving.
• Ensure that written procedures are documented for all Operations functions.
• Participate in Disaster Recovery Testing at our identified hot site. Restoring transactional system operations, connectivity to Retail network, connectivity to third party vendors and ancillary software and hardware platforms.
• Maintain strong working relationships with 3rd party vendors to optimize performance of the core banking platforms and ancillary applications
• Provide Infrastructure with technical specifications based on business requirements.
• Coordinate and complete month-end, quarter-end, and year-end processing.
• Provide on call support to ensure system accessibility.
• Participate in Departmental meetings

Qualifications and Education Requirements

• Five years of work-related experience in Information Technology and/or Business Analysis.
• Minimum of three years banking, business and related technical experience preferred.
• Experience with Symitar, Jack Henry product suite, Terafina, or job automation software.
• Technical experience with Symitar core data processing system, CR < SQL, Document Management, XML, and job schedulers.
• Microsoft Windows and Office Suite, SQL proficiency.

Education

• Two Year Associate's degree in business or technical related field required.
• Four Year Bachelor's degree in business or technical related field preferred.
• Three years work related experience may be substituted in lieu of degree.

Additional Skills/Notes

• Ability to multitask and communicate effectively both with IT and Customers
• Advanced Analytical skills as it applies to:
• System analysis and troubleshooting

Performance Measurements

Performance is based on the Citadel corporate scorecard as well as departmental and individual goals.

Work Environment

This position will be in an office environment with most work done on a computer. Any necessary accommodations will be provided.

Physical Demands

The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will regularly lift and/or move up to ten pounds. The employee will regularly sit; talk; hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee will occasionally stand. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate.

EEO Statement

Citadel is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.