SALARY RANGE
$61,000 - $72,000
POSITION LOCATION
This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.
POSITION PURPOSE
Custom Solutions Analysts work with clients to deliver custom programming to meet clients’ needs. The Custom Solutions Analyst’s work includes participation in strategic projects, such as core conversions, as well as corporate initiatives. They serve as a point of contact for clients regarding product/service delivery and overall customer service satisfaction. Works closely with other departments to ensure that the services delivered are meeting client expectations and within scheduled deadlines. Responsible for eliciting, analyzing, validating, specifying, verifying, and managing the real needs of the project stakeholders, including clients and internal employees. Serves as the conduit between the customers and technical staff. Works with the other departments to promote high-quality product development and ensure User Acceptance Testing and procedural documentation is completed for new projects and existing system development. Upon establishment of the requirements baseline, the focus is shifted towards the management of the requirement specifications and verifying the fulfillment of all requirements. Maintains the company’s professional image and keeps management aware of client activities and any significant problems.
DUTIES & RESPONSIBILITIES
- Write requirement specifications according to standard templates, using simple language clearly, unambiguously, and concisely.
- Analyze high-level business and user requirements and rewrite them into functional requirements.
- Manage and track the status of requirements throughout the project or implementation.
- Follow current requirements practices and provide suggestions for continuous improvement.
- Conduct periodic status touchpoints with other members of implementation team to identify issues and ensure project dates are met.
- Test software from the perspectives of functionality, usability, reliability, integration and performance.
- Assist in diagramming processes and providing documentation of QA activities as assigned.
- Validate and verify compliance with system specifications, standards, and documentation of test plans and quality plans.
- Work proactively with development teams to ensure built-in quality throughout the entire project development and implementation process.
- Maintain an understanding of the software products from a functional testing standpoint.
- Identify and champion resolution of quality issues.
- Develop a strong understanding of client objectives and assess their business strategies and needs in relation to their objectives.
- Provide best practices and recommendations that assist in meeting the client’s end goal.
- Ensure effective ongoing communication with clients to maintain high levels of customer retention.
- Track and resolve problems effectively and with a sense of urgency.
- Act as a resource and support to clients throughout the business relationship.
- Coordinate calls with clients, including training sessions.
- Assist the Senior Professional Services Analysts with on-site visits or phone calls regarding relevant concerns, research of custom programming options, necessary product enhancements, and suggestions for improvements to products.
- Develop a strong understanding of client objectives and assess their business strategies and needs in relation to their objectives.
- Elicit requirements using interviews, document analysis, storyboards, site visits, business process descriptions and workflow analysis.
- Ensure effective ongoing communication with clients to maintain high levels of customer retention.
- Participate in discussions with other departments to ensure work is flowing effectively and timely throughout the organization.
- Participate in discussions with MDT clients to ensure the delivery of the product or services is successful, including guiding client through User Acceptance Testing process.
- Work to foster a cooperative team environment.
- Keep management well informed of area activities and any significant problems.
- Utilize appropriate communication tools based on company standards.
- Keep work area clean, secure, and well maintained.
- Complete assigned documentation in an accurate and timely manner.
- Complete special projects as assigned.
- Attend and participate in meetings and conference calls as required.
EDUCATION & EXPERIENCE REQUIREMENTS
- High school graduate or equivalent experience.
- Two years of college training in business or an equivalent amount of experience in credit union operations and practices.
- Three or more years of experience in financial institution core processing.
- Experience managing multiple projects at once.
REQUIRED KNOWLEDGE
- Knowledge of analysis processes and procedures.
- Knowledge of financial institution processing systems, Symitar preferred.
WORKING CONDITIONS
- Occasional in-state and/or out-of-state travel, including overnight.
- No hazardous or significantly unpleasant conditions (such as in a typical office).
- Working Saturday shifts.
- Ability to cover different shifts.
- Additional hours, including Sunday support, as required.
- Long duration of computer workstation usage.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
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