Job Description

Summary of Key Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

• Solution Delivery
• Proactively identifies and effectively assesses improvement opportunities (productivity/efficiency gains, cost savings, etc.)
• Gathers, analyzes, and documents business requirements to support the design and development of technology and/or process solutions
• Leverages relevant process and technology expertise to propose appropriate solution options
• Translates business requirements into technology solutions. Clearly defines and communicates targeted functional solution via functional design specifications. Verifies technical designs satisfy functional requirements.
• Leads iterative solution design and prototyping efforts
• Performs application configuration in support of solution delivery initiatives
• Coordinates solution delivery activities with vendors as required
• Leads solution testing efforts by developing test plans, preparing test environments, coordinating the test execution, and validating test results.
• Creates system and end-user documentation to support new system implementation, enhancement deployment, and incident management efforts. Delivers training and performs knowledge transfer to team members as required.
• Supports project initiation efforts by assisting in the definition of project scope and the development of work plans, estimates, and timelines

Production Support

• Leverages subject matter expertise in analyzing and troubleshooting complex system/user issues to drive resolution and determine root cause
• Coordinates issue resolution efforts across peer support groups, technical support teams, and vendors as required
• Effectively coordinates and communicates issues resolution with end-users
• Correlates related production issues and assesses trends to identify broader improvement opportunities
• Extends technology support internationally to support global business operations

Coordination/Leadership

• Effectively facilitates/negotiates through challenging situations
• Interfaces across all organization levels comfortably with internal business customers, technical support resources, and external business partners
• Leads/influences groups though effective decision making
• May lead project teams or direct the activities of a given project phase
• Supports the development of less-experienced analysts through coaching and mentoring
• Supports team building and internal process improvement efforts
• Relates system solutions to broader organization strategies and objectives

Summary of Experience Years

• Relevant functional/business process experience
• Solution design, testing, and implementation experience
• Applicable application and system configuration experience
• Production support, system maintenance, upgrades, and enhancement delivery experience
• End user support and documentation experience
• IT Project experience as project resource or lead

Required Knowledge, Skills and Abilities

• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
• Knowledge of system development methodologies with experience throughout the full project lifecycle
• Ability to identify/define technology solutions delivering required business capabilities
• Knowledge/skill to objectively assess benefits, costs, and viability of proposed solution options- Knowledge of business process design and ability to drive process improvement initiatives
• Ability to design and deploy highly reliable and scalable global technology solutions
• Ability to develop clear, thorough functional design specifications that drive effective solution development
• Knowledge of effective testing practices and methodologies
• Ability to define and execute appropriate test scenarios to validate system solutions
• Strong analytical and problem-solving skills
• Knowledge of SQL and ability to utilize ad hoc query tools (i.e. TOAD, SQL Plus) to troubleshoot system issues
• Ability to influence and coordinate the efforts of others
• Ability to coach/mentor less-experienced analysts
• Strong oral and written communication skills enabling the persuasive presentation of proposed solutions and the delivery of effective end-user training
• Ability to collaborate and drive consensus across a diverse group customers with conflicting priorities
• Strong interpersonal skills
• Ability to quickly learn new application systems and technologies
• Expertise in dealing with ambiguity and prioritizing work with little to no guidance

Key Technical Skills

• Strong ability to dig through data and databases required
• Experience in UX/UI design preferred
• Experience with system integrations, writing API contracts, and understanding of real time APIs and Event Hubs preferred
• Understanding of JSON and XML preferred
• Experience with agile methodology and JIRA for issue tracking and work intake a plus