Sr Business Systems Analyst - ServiceNow

Golden 1 Credit Union is seeking a Senior Business Systems Analyst to engage with various business units and translate complex needs into software solutions. The role involves overseeing the software development lifecycle, providing analytical solutions, and collaborating with stakeholders to improve enterprise-wide software solutions.

Responsibilities:

• 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
• Drives efficient and effective joint business/IT requirements and solution discussions in addition to stakeholder review meetings
• Provide high-quality analytical system solutions for key stakeholders
• Proactively identifies software functional gaps and opportunities of improvement
• Collaborates with product owners to create product backlog by using Agile practices
• Creates user stories with relevant acceptance criteria
• Leads or participates with the implementation of complex projects as technical subject matter expert from beginning to completion
• Participate in scrum events such as daily scrums, sprint planning, backlog refinement, sprint retrospective and reviews
• Supports Agile practices and leads the improvement of service
• 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
• Provide Tier 3 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
• Troubleshoots issues, assists in triage, and assesses risk and serves as escalation points for incident management
• Manage administrative functions such as, but not limited to customizations of intricate forms, fields, reports and create saved searches, dashboards, workflows, role-based access management and reporting support
• Effectively work to resolve complex business line application requests or reported issues through effective listening skills, positive action, information gathering and/or ticket escalation
• Keep application users regularly informed on progress and resolution for all application issues reported and in alignment with internal service level agreements using clear and proactive communication
• 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
• 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
• Participate in on-call support for critical response to after hour application impairments or major outages as needed

Requirements:

• Minimum four-year degree in Information Technology, Project Management or Business Administration required, or 6 years of experience
• Seven years or more experience in financial or health services, including technical business analysis, product development and process improvement
• Knowledge of commonly used financial industry concepts, practices, and guidelines
• Knowledge of existing Credit Union products, services, and overall operational guidelines, especially as it relates to various delivery channels
• Excellent oral communication, presentation, and technical writing skills
• Strong research, technical analysis, planning and organizational skills
• Ability to use logical reasoning when interpreting facts
• Experience with small to medium enterprise software systems, as well as the ability to learn new systems quickly
• Ability to analyze and document technical business processes
• Ability to make observations, examinations, evaluations, and recommendations
• Ability to participate on projects and assist team members to implement system upgrades and enhancements
• Strong PC skills
• Bachelor's degree in Business Administration, Accounting, Information Technology, Engineering, Management, or related field preferred with 4+ years of experience
• Agile certifications preferred
• Experience working in an Agile environment or Azure eco system (DevOps) strongly desired