ECM Analyst

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.

Do you have content management experience with a background in process improvement? If so, this position may be the right fit for you! Founded is searching for a detail‑oriented IT professional with Service Now and OnBase experience to join our IT team as an ECM Analyst. This position is located on‑site in Lancaster, SC. Remote work is not available.

The Enterprise Content Management (ECM) Analyst will work closely with all internal Credit Union departments to leverage the vast Content Management capabilities within our ECM application to drive process improvement and automation of repeated processes throughout the Credit Union. The ECM Analyst will work closely with the ECM team and the business to test new product releases and manage roles and users across the organization as it relates to ECM.

The ECM Analyst is expected to maintain a comprehensive understanding of all Credit Union branch and department functions and processes to help achieve continuous process improvement and automation using the ECM systems capabilities.

• Troubleshoot a range of issues from general user inquiry to missing archived documents by looking at both operational and technical options.
• Assist the ECM team with testing and validation of components in OnBase.
• Assist with internal process improvement and documentation of process updates.
• Provide second level support to the IT Service Desk on any OnBase related issue reported.
• Perform regular administrative tasks as listed in the schedule provided by Senior ECM Analyst.
• Ensure each item that is being worked has a corresponding Service Now ticket with detailed responses.
• Provide weekly status report to the manager and ECM Team on open Hyland tickets including the next steps.
• Provide training and assistance to the business regarding the OnBase Annual purging process as well as OnBase functionality and support the IT Service Desk with their questions and needs.
• Ensure that the report listing for the OnBase Annual purge reports is accurate for each area of the business.
• Participate in the annual OnBase upgrades working directly with the business on testing of new features and validation of changes. Ensure that the validation scripts are accurately documented to cover any new functionality.
• Review all new features in OnBase upgrades, working with ECM team to understand when notifications will occur and how new features will be rolled out and trained.
• Participate in IT project implementations including, but not limited to creating test plans, testing, verifying all processes affected and notifying business owners of changes.
• Ensure process updates are integrated into process documentation. Review and discuss changes monthly with the ECM team.
• Update troubleshooting guides quarterly to ensure everything is current and up to date. Review and discuss changes with the team quarterly.
• Create procedure and training guide for the ECM Analyst role and the team. Review annually or when content has changed.
• Document the Service Now automation that exists today and review annually with the ECM team to ensure team understanding and accuracy.
• Identify any additional Service Now automation that may be needed by the ECM team.
• Provide Service Now Knowledge Articles for end users use. Review annually and maintain changes with upgrades.
• Participate in business requirements and needs analysis assessments. Work with the Senior ECM Analyst to support what is needed by the business.
• Notify the team of potential changes from third party applications that may affect document archival or retrieval. Review monthly with the team and provide a formal document for the review.
• Maintain the ECM onboarding matrix (used in Service Now) and department training plan. Review annually or when responsibilities change.
• Ann…