Analyst , System

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Summary Of The Job Engage with end users through tickets, projects, and meetings. Expected to effectively communicate and coordinate with end users, IT, and vendors by accurately logging, monitoring, and escalating tickets when applicable. Evaluate current operations processes and systems to recommend changes to improve our customer and employee experiences. Perform end user testing along with assisting in coordinating test plans.

Administer access and corresponding audits of supported platforms and applications. Primary focus is resolving tickets with a sense of urgency and work with team members to communicate end user training opportunities.

About This Role
System Support

• Utilize a ticketing system to provide escalation support and issue resolution.
• Beginner to intermediate knowledge of supported applications and platforms. Knowledge will be obtained over time through training and experience.
• Assist in providing input into the system roadmaps for further improvements.
• Provide application access to employees based on profile requirements.
• Knowledge and ability to work within the Agile framework.

Analysis

• Utilize data and experience to advise on system enhancements and business learning opportunities.
• Consistently review common incident tickets to advise system analyst II and senior system analysts on potential system enhancements.
• Perform system testing and provide feedback.

Reporting and Data Analytics

• Coordinate, track and respond to data needs and requests from our partners.
• Perform and document access audits to multiple applications, platforms, associations, etc.

Training and Development

• Assist in training end users on reporting to gain self-service adoption.
• Enhance end users’ knowledge, understanding and competency for supported platforms.
• Identify and recommend training opportunities that meet and support end user needs.
• Maintain system documentation and procedures for internal team training and support.
• Participate in training sessions to onboard new teams to supported platforms or current end users on system upgrades/enhancements.

Business Relationship Management

• Meet regularly and maintain a close working relationship with senior system analysts and system analysts II to ensure platform awareness of releases to support planning, deployment, and business unit communication.
• Exhibit knowledge, skills and behaviors that foster a productive relationship between Partner Platform Support and business partners.
• Communicate effectively with end users to identify needs and assist in evaluating alternative solutions.
• Timely and professionally respond to system support and access tickets.

Projects

• Participate in small to medium projects as assigned.
• Contribute to project team meetings and meet regularly with the project manager on your contributions.

Compliance: Understand and comply with bank policy, laws, regulations, and the bank’s BSA/AML Program, as applicable to your job duties.

• Ensure all access and support procedures and process documents are current within the Procedure Library for all platforms and applications that are required by the supported end users.
• Ensure yearly documentation of the team’s Compliance Training, beyond FNBO’s requirements, is current and documented.
• Coordinate the yearly Records Program Compliance Review and ensure the entire team is compliant per FNBO’s requirements.

Key Skills
The Ideal Candidate for This Role:

• Customer Focused
• Detail oriented
• Respond quickly to changing priorities.
• Ability to support end users in a remote environment.
• Solution oriented and able to troubleshoot with end users and vendors.
• Able to clearly document changes to procedures.

Required
Minimum Qualifications:

• Bachelor’s degree in business-related field or equivalent work experience.
• 1-5 years of banking experience (Operations, Commercial, Consumer, Card, IT)
• Intermediate in Microsoft Office products
• Good problem-solving ability and analytical skills
• Excellent written and verbal communication

Desired

• Experience with Service Now, NICE,…