It - Support - Business Systems Analyst Ii

TITLE: Support - Business Systems Analyst II
STATUS: Exempt
REPORTS TO: Mgr - Enterprise Cores and Applications
DEPARTMENT: Enterprise Applications
JOB CODE: 11157

PAY SCALE: $80,700.00 - $87,000.00 Annually

GENERAL DESCRIPTION:

The Business Systems Analyst II role is responsible for engaging with various business units to translate business needs into quality software solutions and assists in the design, development, and implementation of identified solutions following Agile Software development practices. This also includes the operational support for all managed enterprise-wide software solutions. In partnership with the software vendors and business units, the analyst will work to maximize opportunities to use technology to improve products, services, and/or business processes. A solid understanding of the Credit Union's enterprise-wide software solutions is required. 

TASKS, DUTIES, FUNCTIONS:

1. Oversees all aspects of the Software Development Lifecycle for enterprise-wide software solutions by reviewing, analyzing, and creating detailed documentation of business unit needs, including workflow, program functions, and steps required to implement technical business processes. 
2. Drives efficient and effective joint business/IT requirements and solution discussions in addition to stakeholder review meetings.
3. Provide high-quality analytical system solutions for key stakeholders.
4. Identifies software functional gaps and opportunities of improvement.
5. Collaborates with product owners to create product backlog by using Agile practices.
6. Creates user stories with relevant acceptance criteria.
7. Participates with the implementation of projects as technical subject matter expert from beginning to completion.
8. Participate in scrum events such as daily scrums, sprint planning, backlog refinement, sprint retrospective and reviews.
9. Supports Agile practices and encourages the improvement of service.
10. Designs, creates, and documents process flows, technical requirements list, specifications, diagrams, scenarios, mockups, and/or models for the development team using Visio, MS Word, Excel, PDF, SharePoint, and other like tools.
11. Provide Tier 2 application support to uphold day-to-day business line operations, including the resolution of all internal tickets to a timely and successful resolution for all Enterprise-wide managed software solutions.
12. Troubleshoots issues, assists in triage, and assesses risk and serves as escalation points for incident management.
13. Manage administrative functions such as, but not limited to customizations of forms, fields, reports and create saved searches, dashboards, workflows, role-based access management and reporting support.
14. Effectively work to resolve business line application requests or reported issues through effective listening skills, positive action, information gathering and/or ticket escalation.
15. Keep application users regularly informed on progress and resolution for all application issues reported and in alignment with internal service level agreements using clear communication.
16. Collaborate and coordinate with third-party service providers or other internal technical teams to address software needs-based solutions and production issues with implemented resolutions and consistent follow-up.
17. Establish and maintain strong working relationships with business line, other internal technical teams, and third-party service providers needed to improve Enterprise-wide software solutions.
18. Participate in on-call support for critical response to after hour application impairments or major outages as needed.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Strong oral and written communication skills required to interact or complete technical analysis with Credit Union staff, management, or vendor partners.
2. Strong adaption skills contributing to an environment that promotes and enables change to facilitate improved ways of working.
3. Understanding of Agile based development practices.
4. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, printer, facsimile machine, and telephone.
5. Makes sound decisions in the absence of detailed instructions.
6. Ability to multitask, work under pressure and tight deadlines; may be required to work extended hours to complete tasks or respond to system production issues.
7. Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed technical process flows, and the development of operational performance and quality metric standards and reports.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All Credit Union Staff
2. EXTERNAL: Vendors, suppliers, government agencies, other industry associations and peers at other financial institutions.

QUALIFICATIONS:

1. EDUCATION: Minimum two-year degree in Information Technology, Project Management or Business Administration required, or 2 years of experience. Bachelor's degree in Business Administration, Accounting, Information Technology, Engineering, Management, or related field preferred with 2+ years of experience. Equivalent work experience may be considered in lieu of a 2-year degree. Agile certifications preferred.
2. EXPERIENCE: Four years or more experience in financial or health services, including technical business analysis, product development and process improvement. Experience working in an Agile environment or Azure eco system (DevOps) strongly desired.
3. KNOWLEDGE/SKILLS:
   1. Knowledge of commonly used financial industry concepts, practices, and guidelines.
   2. Knowledge of existing Credit Union products, services and overall operational guidelines, especially as it relates to various delivery channels.
   3. Excellent oral communication, presentation and technical writing skills.
   4. Strong research, technical analysis, planning and organizational skills.
   5. Ability to use logical reasoning when interpreting facts.
   6. Experience with medium to large enterprise software systems, as well as the ability to learn new systems quickly.
   7. Ability to analyze and document complex technical business processes. 
   8. Ability to make observations, examinations, evaluations and recommendations.
   9. Ability to execute projects and direct team members to implement system upgrades and enhancements.
   10. Strong PC skills.

PHYSICAL REQUIREMENTS:

1. Carry and respond to a cell phone 7 days a week. May need to diagnose problems from home, occasionally may need to travel to site to correct problem either by car or public conveyance.
2. Prolonged sitting throughout the workday with occasional mobility required. 
3. Corrected vision within the normal range.
4. Hearing within normal range. A device to enhance hearing will be provided if needed.
5. Ability to lift 20 lbs. as may be required.
6. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
7. Occasional travel may be required locally, statewide, and throughout the United States to attend seminars and vendor group meetings. Overnight travel and evening schedules included.
8. Occasionally required to change work hours or work long hours including working on weekends to accomplish tasks.

LICENSES/CERTIFICATIONS: 

None

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 1/16/2024