IT Process and Automation Analyst

Founders Federal Credit Union•Lancaster, SC

1d•Onsite

About The Position

Founders Federal Credit Union is seeking a Process & Automation Analyst to work on site at its Corporate Headquarters in Lancaster, South Carolina. The role identifies enterprise process-improvement initiatives and delivers measurable business outcomes through ServiceNow. The analyst identifies business needs, gathers user requirements, and develops user stories for the Process & Automation Architect. The analyst works with stakeholders to validate that new and existing processes achieve their intended outcomes, maintain related documentation, support implementation, and create dashboards that provide insight to stakeholders. The role champions user experience and develops training to encourage adoption. It also supports and participates in FIT, LLC offerings. The position includes supporting ServiceNow process design and configuration, process reviews and improvements, requirements development, reporting and dashboards, access-management roles, user training, testing, troubleshooting, and process-mapping and automation support for FIT engagements. The analyst must follow company policies and applicable laws and regulations, and protect company data and confidentiality. Evening and weekend work may be required based on department needs.

Requirements

Excellent communication and documentation skills, including the ability to explain technical details to technical and non-technical audiences.
Ability to communicate effectively about complex issues.
Ability to work in a team, present a trustworthy image, and deal effectively with others.
Ability to understand business issues and processes and explain their context.
Self-starter able to manage multiple assignments and priorities with urgent deadlines while maintaining service delivery in a fast-paced team.
Ability to document business requirements, functional specifications, test scripts, and training.
Solid understanding of ITIL business processes.
Strong data-analysis, research, analytical, and testing skills.
Ability to lead meetings or discussions to identify development efforts and challenges in business processes.
Ability to work independently without significant supervision.
Ability to demonstrate leadership by mentoring, training, and persuading others regarding process-improvement opportunities.
Obtain ServiceNow System Administrator Certification within one year of hire.
Protect company data and comply with information-security policies and legal and regulatory obligations regarding information privacy, integrity, and confidentiality.
Evening and weekend work may be required based on department needs.

Nice To Haves

Highly knowledgeable in ServiceNow functionality and workflow processes.
Experience with process and workflow modeling.
Bachelor’s degree in Computer Science or a related field.

Responsibilities

Serve as a ServiceNow subject matter expert on business process designs and configurations.
Review current processes for simplification and clarity and ensure alignment with business objectives.
Partner with internal stakeholders to design solutions that streamline and automate processes as business needs evolve.
Participate in creating requirements for new processes, complete requirements documents, obtain metrics, and work with the Process & Automation Architect to develop solutions.
Develop, edit, and validate reports, dashboards, and data exports to improve operational visibility and support business needs.
Create change records in accordance with change standards as needed to support the Process & Automation Architect.
Conduct self-assessments of key processes and/or data to confirm effective use by cross-functional teams.
Evaluate ServiceNow application use cases and recommend efficiency improvements.
Build relationships with IT, project managers, stakeholders, and other business partners to promote strategic initiatives and full use of the platform.
Prioritize and manage workload to deliver accurate, high-quality results on time.
Create and maintain job-function roles within Access Management, periodically review existing roles, and identify new roles with department leaders.
Support a positive work environment that promotes service, quality, innovation, teamwork, and timely communication.
Maintain knowledge of relevant trends, developments, and regulatory changes that may affect documentation or processes.
Develop training for different user personas, maintain documentation, and lead employee-facing training sessions as needed.
Periodically review training materials and documentation to keep them relevant to platform family releases.
Develop test plans and conduct UAT for family releases and new platform processes.
Troubleshoot and resolve reported process issues in a timely manner.
Assist with process mapping, process improvements, and automation for FIT engagements.
Comply with Founders’ policies and procedures and applicable laws and regulations, including NCUA, FFIEC, GLBA, and BSA requirements.
Follow least-privilege practices for account permissions and comply with the asset-management lifecycle process and procedures.
Maintain understanding of the roles and responsibilities of Incident Response teams defined in the Incident Response Plan.
Perform other assigned duties.