Job Description:

GENERAL SUMMARY (What is done and why)

The Solutions Analyst directly contributes to the efficiency of business processes and critical enterprise applications, including but not limited to: Core processing (Fiserv DNA), CRM (Salesforce), and Content Management Systems (OnBase, SharePoint, SilverCloud, DocuSign). The focus is on the effective use of technology to address operational, financial, strategy, and technological risks through continuous improvement. The Solutions Analyst applies proven communication, analytical, and problem-solving skills to translate business requirements into system deployments and/or business process changes.

ESSENTIAL FUNCTIONS, IN PRIORITY ORDER (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Research, review, and analyze the effectiveness and efficiency of existing processes and systems; develop strategies for enhancing or further leveraging these processes.  Time: 20%
   


2. Proactively collaborate with Continuous Improvement and stakeholders to analyze information needs and functional requirements and deliver the following: functional/business requirements and specification documents, use cases, workflows, and screen and interface designs.  Time: 20%
   


3. Serve as second level support to the Service Desk for incoming incidents and requests that require configuration changes, and ensure each is addressed in accordance with the documented service level agreements.  Time: 15%
   


4. Perform periodic system maintenance including: application configuration, maintenance of products/services and application security.  Time: 15%
   


5. Maintain and monitor tasks associated including but not limited to maintenance of the service catalog, implement approved change requests, among other tasks.  Time: 10%
   


6. Communicate changes, enhancements, and modifications of business requirements– verbally or through written documentation – to project managers, continuous improvement, sponsors, and other stakeholders so that issues and solutions are understood. Time: 10%
   


7. Develop and maintain standard operating procedures, data flow and network diagrams, and workflow procedures for supported Enterprise Solutions.  Time: 5%
   


8. Use knowledge and expertise of enterprise application(s) to assist with implementation, testing, and training as needed.  Time: 5%
   

EDUCATION (Minimum education required to perform the duties of this position)

• Bachelor’s degree in MIS, Computer Science, Engineering, Physics, Mathematics, Finance or related discipline or three years of related work experience required.

EXPERIENCE (Minimum experience required to perform the duties of this position)

      In addition to the education requirement:

• Three or more years of systems analysis with proven prior experience in systems/application process and workflow analysis, application/system analysis, and experience working on project teams.


• The following certifications are considered valuable: Certifications: Six Sigma, ITIL, etc.


• One industry leading certification preferred (CompTIA, Microsoft, Database).

KNOWLEDGE, SKILLS AND ABILITIES (Minimum experience, technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Understand and leverage automation and Robotic Process Automation (RPA)


• Experience with remote management systems


• Ability to develop support documentation or standard operating procedures


• Previous application testing or quality assurance experience required


• Strong communication skills with ability to clearly communicate with all levels of management


• Generates new ideas/approaches to solving problems and/or alternative solutions


• Can effectively learn diverse business systems, how they function and can apply that knowledge into benefits to better serve the organization


• Able to seek out the root cause to a problem and ensure the resolution solves the underlying issue


• Works effectively as part of a team and independently, requiring minimum supervision


• Ability to adapt to change in a fast-paced environment


• Technical knowledge of API’s, Web Services, and XML


• Must possess a high degree of technical expertise in commonly used collaboration/productivity tools, found within the organization


• Familiarity with financial services industry and systems preferred

Required Competencies

• Dealing with Ambiguity


• Customer Focus


• Integrity and Trust


• Interpersonal Savvy


• Problem Solving


• Drive for Results


• Self-Development


• Time Management


• Demonstrates Courage


• Business Acumen

Mental Requirements

• Ability to identify, analyze, present and determine solutions to a variety of technical projects and problems.


• Ability to use good judgment and make sound decisions quickly.


• Ability to work under pressure.


• Ability to recognize security concerns and implement solutions.


• Ability to analyze and juggle multiple tasks and determine priorities.

Tools and Equipment Used

• Personal computers (desktop and laptops)


• File, print and application servers


• Tape backup units


• Modems and modem pools


• CD ROM/DVD


• Network switches, routers, hubs, and interface cards


• Printers


• Firewall appliances


• Help Desk Case Management tool


• Disk cloning utilities


• Automated software distribution utilities


• Diagnostic and benchmarking utilities


• Carry and respond to pager and/or cellular phone as determined by manager.

WORKING RELATIONSHIPS/CONTACTS (Positions with which incumbent has frequent contact)

• Daily, personal/written/phone contact with IT Management


• Daily, personal/written/phone contact with IT staff


• As necessary, personal/written/phone contact with credit union management and staff


• As necessary, personal/written/phone contact with strategic partners and vendors

PHYSICAL DEMANDS (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed reports and computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.

WORKING CONDITIONS (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is normally between 8:30 AM – 5:00 PM; long hours may be required to accommodate deadlines, special projects, month-end processing, upgrades, and scheduled maintenance.

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External- Some travel and the ability to work remotely may be required; however, information on environmental conditions is not available.

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