Business Analyst

Summit Federal Credit Union•Rochester, NY

2d•$60,000 - $80,000•Onsite

About The Position

The Business Analyst oversees key technology platforms managed by the Business Analyst Team, ensuring reliable, efficient operations and alignment with business goals. This role collaborates with internal stakeholders and external vendors to troubleshoot issues and maintain managed platforms. This role also leads complex projects, gathers and analyzes requirements, documents business processes, and supports the implementation of enhancements for platforms overseen by the Business Analyst Team. The position also serves as a subject matter expert and mentor within the team, promoting best practices in analysis, documentation, and stakeholder communication.

Requirements

2-year degree in a technical/business or related area, or mix of education/experience
3-5 years of experience in technology administration/business analyst/project support
Banking & Online/Mobile Banking Software
Microsoft Office Suite, particularly: Outlook, Word, Forms, SharePoint, Teams, Bookings and Excel
Office equipment, such as computers, printers, copiers, and fax machines, as well as multi-line phone systems
AI Technology
Demonstrated innovative thinking and managerial courage skills
Solid leadership and project management skills
Excellent organizational and analytical skills
Excellent oral and written communication skills
Effective collaboration and team building skills
Eligible to register as a Mortgage Loan Originator (MLO)
Perform all responsibilities in a manner that serves The Summit’s Mission “We’re here to improve our members’ lives” and upholds the credit union’s values of Respect, High Standards, Inspire, Integrity, and Care.
Complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

Nice To Haves

4-year degree preferred

Responsibilities

Serve as administrator and subject matter expert for technology platforms managed by the Business Analyst Team including, but not limited to: Online and Mobile Banking, Intranet, Member eSign Forms & Microsoft Forms Platforms, IT Service Platform, Branch Appointment Scheduler.
Monitor and manage support tickets, ensuring timely resolution and accurate documentation.
Collaborate with IT, vendors, and internal teams to troubleshoot issues, implement updates, resolve technical issues, and drive continuous improvement.
Maintain working relationships with vendors and support teams to ensure smooth communication and timely issue resolution.
Oversee system support, issue management, and documentation to maintain stable, efficient operations.
Conduct detailed analysis of owned business processes, systems, and requirements to identify areas for improvement that can be supported.
Analyze systems and business processes to identify efficiency opportunities, support platform enhancements, and optimize member and employee experiences.
Advise departments and branches on solution options, impacts, and recommendations.
Assist with system updates, releases, patches, and integrations by conducting testing, maintaining documentation, and preparing communications regarding updates or outages.
Maintain comprehensive documentation, including business requirements, solution designs, process flows, test plans, and system configurations.
Identify and support opportunities for process improvement, efficiency gains, and enhanced collaboration with vendors and external partners.
Oversee configuration and change management for Online and Mobile Banking. Ensure the digital banking platforms meet compliance and security standards while providing a user-friendly experience. Communicate system changes and updates to internal stakeholders, ensuring front-line staff are informed and prepared.
Coordinate governance, consistency, and accessibility across all intranet content. Lead the annual content audit to ensure pages are accurate and relevant. Partner with department owners to create or revise pages as needed.
Administer form creation, maintenance, and audit process for Member eSign & Microsoft Forms Platform to ensure forms are functional and user-friendly. Coordinate with department owners to gather requirements for new forms or updates. Maintain an organized and accessible library of member and staff forms.
Maintain structure, workflows, and governance within the IT Service Platform (Asset Management & Ticketing System). Support configuration updates and assist in process automation and asset catalog maintenance.
Oversee system administration and related components for the Branch Appointment Scheduler by serving as a point of escalation and collaborating with team members to troubleshoot and resolve issues, ensuring a stable environment and an efficient scheduling experience for both staff and members.
Lead large-scale, high-priority initiatives by gathering and analyzing business requirements, documenting processes, and assisting with system design, configuration, and implementation for technology platforms managed by the Business Analyst Team.
Participate in project task requirements, ensuring deliverables are accurate, timely, and aligned with business objectives.
Collaborate with cross-functional teams to validate requirements, clarify processes, and ensure solutions meet operational needs.
Serve as a liaison between departments, branches, and technical teams to facilitate clear communication and efficient project execution.
Conduct research on purchased technologies to support product implementation, excluding the implementation of these products.
Mentor and guide Business Analysts, reviewing deliverables to ensure quality and consistency.
Lead training sessions and knowledge-sharing workshops within Technology teams.
Assist in developing onboarding and training materials for new Business Analysts.
Serve as backup to the Business Analyst Manager, providing leadership and decision-making support.
Prepare recurring and ad-hoc reports as requested by management.
Participate in special projects and assignments as requested by management.
Facilitate regular meetings with internal stakeholders to gather feedback, identify process improvement opportunities, and align system enhancements with business needs.
Stay current on industry trends and emerging technologies to recommend new solutions and support strategic planning.
Follow all objectives for safe work performance and be responsible for their own actions and conduct.