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Business Technology Analyst
Eastern Bank
Lynn, MA, United States
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Description
Accountable for service delivery on numerous applications to multiple clients, promoting improved productivity, and service quality and customer satisfaction.
• Acts as System Administrator for various systems/applications, acting as liaison between business lines and vendors, providing day-to-day support.
◦ Responsible for investigating inquiries and research requests, providing assistance & advice as requested. Troubleshoots & resolves incidences in a timely manner and in line with the company’s standards and service levels, while adhering to technology change management protocol.
◦ Translates business problems/requirements and analyzes issues to provide application and/or workflow options for solutions for both technical and business suitability, drawing on the experience of the senior members for more complex matters. Analyzes impacts, clarifies dependencies, constraints, assumptions in order to evaluate and administer change requests with appropriate approval.
• Independently develops depth of knowledge within the department as well as redundancy across all applications supported, having developed level of knowledge on numerous applications qualifying as Subject Matter Expert (SME). Creates and maintains systems administration procedures.
◦ Motivates, develops and mentors other Application Solutions staff where relevant – champions team-working, re-use, knowledge sharing and promotes the increased use of shared capacity.
• Designs and develops test plans, scenarios and use cases for integration, regression and user acceptance testing for application PACE changes, production control, updates, and upgrades while documenting results along with other system documentation following technology best practice standards.
◦ Under the guidance of the Senior Application Solutions Analysts, develop the proper Project Management skill sets and best practices.
◦ Assists in the planning and implementation of projects in conjunction under the guidance of the Senior Applications Analysts and/or with members of the Project Management Group. Provides SME support as needed.
• Establishes and maintains effective relationships with customers and has a working understanding of their businesses. Facilitates in identifying customer requirements.
◦ Maintains a professional line of communication, written and oral, open with team and customers/business lines at all times, providing quality customer service by understanding and providing effective solutions to their business needs.
◦ Interacts regularly with client lines to determine needs and assists in developing plans/roadmaps for improving delivery. Keeps abreast of regulatory requirements related to assigned business lines/applications.
• Works with Applications Solutions team and Relationship Managers to perform related Vendor Management tasks which would include, but not limited to, helping to monitor service level requirements, assuring adherence to compliance requirements, awareness of vendor’s financial position and continued awareness of proper risk management controls, meeting the protocols outlined in the Contracting Procedures manual.
Qualifications
• Bachelor's degree in Computer Science, MIS, Operations, or equivalent combination of training and experience. A minimum of 5+ years related experience.
• Working in a fast-paced environment with experience in balancing changing priorities
• Experience with Core Systems and other critical bank/insurance agency applications (such as: Oracle, ADP, Wausau, AMS360, Accura Image, etc.) is a plus.
• Practical Solution Development Life Cycle (SDLC) experience is preferred.
• Must be well organized and detail oriented with strong problem solving skills
• Must have excellent analytical skills with proven ability to comprehend business requirements and translate into functional specifications
• Must possess excellent interpersonal oral and written communication skills, including; the ability to communicate with all levels of the organization as well as with vendors
• Flexible approach to adapt to changing deadlines.
• Knowledge of database structures and conceptual understanding is preferred
• General knowledge of technology infrastructure design and function is preferred
• Multi-tasking, strong customer service skills, self-learner and desire to enhance skills with training
• Advanced skills in Microsoft Office applications such as Project, Excel, Word, PowerPoint, Access, and Visio is preferred
• Ability to work in a collaborative environment with some latitude for the exercise of independent sound judgment
• Provides leadership and mentoring to other business analysts/liaisons, including performance and training.
• Potentially on-call 24x7 as deemed necessary.
• May be required to travel to any of the bank’s offices or other locations for business purposes.
• May be required to attend several seminars/conferences each year to maintain or expand business and/or technical knowledge.