Analyst II, Systems Support

At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.

We believe in a Modern Flexible Workplace and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners caregivers and individuals with disabilities to thrive at our company. We invite you to consider what a Modern Flexible Workplace can mean for you!

It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.Accountable for supporting platforms utilized to service customers by FNBO employees; to include but not limited to NICE CXOne Nexidia Salesforce and Quavo. Required to monitor escalated issues from IT Service Desk or Command Center related to supported platforms and provide advanced system knowledge with the ability to assess and solve escalated issues or further escalate issues to IT or vendors. Evaluate current processes and systems perform trend analysis and recommend changes to improve our customer and employee experiences. Influence system enhancements process changes or procedure/process updates identified through analyzing tickets and coordinate with appropriate product owners/managers senior systems analysts or business units to influence the improvement.

About This Role:

System Support

• Responsible for the performance reliability and maintenance of supported systems.
• Advanced knowledge for supported platforms.
• Perform escalation support and issue resolution through research across multiple systems and data.
• Work closely with business and operations teams regarding system enhancements.
• Influence the platform roadmap for further improvement and development including helping prioritize development.
• Work with IT product owners senior systems analysts and/or third-party vendors for support upgrades and implementations
• Provide supported platform access to employees based on profile requirements.
• Develop and maintain profiles for end user access of platforms applications email distribution lists files/folders Information Security roles etc.
• Knowledge and ability to work within the Agile framework.

Analysis

• Seek opportunities to learn automate document share educate and improve processes and systems.
• Provide metrics and other documentation to support analysis and findings.
• Coordinate with product owners and/or senior systems analysts to perform testing of processes and system changes and coordinate end user testing.

Reporting and Data Analytics

• Coordinate track and respond to data needs and requests from our partners.
• Design develop enhance and maintain reporting.
• Deliver strategic reporting to end users and stakeholders per desired schedule and collaborate on opportunities for improved reporting.

Training and Development

• Lead training of end users on reporting to gain self-service adoption.
• Enhance end user knowledge understanding and competency for supported systems.
• Identify develop and recommend training opportunities that meet and support end user needs.
• Develop and update system documentation for end user training support and team platform support.
• Lead 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 to ensure awareness of releases to support planning deployment and business unit communication.
• Exhibit knowledge skills and behaviors that foster a productive relationship with fbusiness partners.
• Manage business units and stakeholders expectations effectively.

Projects

• Lead projects as assigned by management surrounding the onboarding support or new platforms/applications or the enhancement of current platforms/applications.
• Assist team members in critical decision making and planning; ensure execution and closure of projects with strict adherence to timeline and budget.

Compliance: Understand and comply with bank policy laws regulations and the banks BSA/AML Program as applicable to your job duties. Ensure platform support and access procedures are consistently accurate and up to date.

The Ideal Candidate for This Role:

Key Skills:

• Respond quickly to changing priorities.
• Ability to support end users in a remote environment.
• Able to work cross-functionally with strong interpersonal skills including the ability to build collaborative relationships listen and actively contribute to discussions.
• Project Management skills - advanced organization and ability to keep on track.
• Ability to influence the design of new system solutions modify enhance or adapt existing systems and integrate new features or improvements all with the aim of improving business efficiency productivity and customer experience.
• Demonstrate a consultative approach with the ability to analyze stakeholders needs.

Required

• Bachelors degree in business-related field or equivalent work experience
• 5 years of general business experience and at least 1 year in project management
• Intermediate to Expert in Microsoft Suite
• Strong organizational and analytical skills and the ability to manage multiple concurrent deadlines.
• Solid problem-solving skills attention to detail and critical thinking abilities
• Proven presentation public speaking skills and time management skills
• Excellent written and verbal communication

Desired

• Experience with ServiceNow NICE Salesforce and/or Quavo
• Proven contact center and/or dispute experience
• Experience providing system access.
• Knowledge of bank products and processes
• Policy and procedure writing

Compensation:

Compensation range (base pay): $62047.00-$102377.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience education and/or skill level.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance we offer benefits to match your needs:

• Medical Dental Vision Insurance

• 401k With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: additional information regarding compensation and benefits e-mail FNBO at . To ensure you receive a response include the number of this job (listed below) in the subject line of your message.

Job number: R-

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued recognized and empowered to be their authentic selvesno matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download EEO is The Law Self-Print Poster

Click here to download EEO is The Law Supplement for Federal Contractors

Click here to download EEO is The Law GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.