POSITION PURPOSE

To act as a Senior Business Solutions Team lead, senior business relationship manager between technology services, the project management office, and all business units on all core systems. To work with business units that own services connected to the core system in managing vendor relationships. To provide senior-level technical support and administration of all core systems, including Symitar, Synergy, Phone Teller, Cash Flow Management, NowDocs, and any system/service connecting into the core banking system. Collaborate with business units to understand organizational and operational challenges. Implement new IT operations into the company from the initial idea to the project completion. To provide senior-level technical support, troubleshooting and escalation of incidents and problems with core systems in order to achieve the desired resolution.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for supporting, demonstrating and promoting the Credit Union service culture.

 Provides exceptional service to all customers by demonstrating, following, and supporting the 

Inspired Financial Service Promises and standards, along with the Credit Union Mission, Vision and Values. 

Assumes responsibility for the effective management of core processing system and core systems.

 ITIL Processes: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Ensures security of member information as well as all access controls are in place and effective and audited as applicable to NCUA guidelines.

Manages vendor relationships and vendor performance for all core systems

Manages and coordinates all core system releases, updates, upgrades, and enhancements, coordinating all activities between vendors as well as internal departments

Manage all continuity of operations and disaster recovery planning for core systems, including testing, certification, evaluation, recovery time objectives, and documentation.

Troubleshoots and/or coordinates troubleshooting of all Symitar core processing.

Ensures all core system processing is functional and optimized for the credit union and that all jobs are fully documented.

Maintains all system documentation including data flows, hardware inventory, software inventory, configurations, and connections in alignment with NCUA requirements.

Keep up to date on latest applications, changes, and advances in technology.

Maintain professional and working relationship with vendor support of core systems applications and services.

IT Strategy & Planning 

Provides input on policies and standards and guidelines for how the organization conducts IT strategy development and planning. 

Provides solutions that ensure the IT strategy is aligned with the business strategy.

Develops, communicates, implements, and reviews the processes which ensure that the strategic management of IT is embedded in the management and operational plans of the organization.

Operational/Strategic Change

Analyzes, recommends, develops, and tests strategies and/or solutions to address end user or organizational change requests related to operational (run-the-business) and/or strategic projects and business processes.

Analyzes and understands business units challenges and develops solutions.

Leads and manages the creation and review of an IT strategy which meets the requirements of the business.

Develops, communicates, implements, and reviews the processes which ensure that the strategic management of IT is embedded in the management and operational plans of the organization.

Determines optimal solution against budgeted funds.

Prioritizes and manages portfolio of operational/strategic change requests to ensure solutions are developed in alignment with business priorities/needs.

Oversee implementation of technical projects from beginning to completion.

Business Process Improvement

Analyzes business processes, identifies alternative solutions, assesses feasibility, and recommends new approaches, typically seeking to exploit technology components. 

Initiate’s vendor review, analysis and recommendations of new systems and technologies to help grow the business and ensure new systems are compatible, manageable, and scalable with the current infrastructure.

Establishes client requirements for the implementation of significant changes in organizational mission, business functions and process, organizational roles and responsibilities, and scope or nature of service delivery. 

Creates and presents reports to senior management and stakeholders to support recommendations.

Determines requirements using interviews, document analysis, workshops, surveys, site visits, business process analysis, scenarios, business analysis of current practices, and task and/or workflow analysis to convert change request requirements into appropriate solutions.

Critically evaluates information gathered from multiple sources, reconciles conflicts, breaks down high-level information into details, incorporates security/regulatory/compliance requirements, and reconciles change management requests with the stated strategic project/business needs.

Ensures established changes, configuration and release management processes are followed when deploying new/changed applications, interfaces, and system updates. 

Evaluates and tests vendor supplied interfaces/software to determine compatibility with systems connecting to the core system, ease of use and maintenance, and sustainability for organization strategic needs.

Provides oversight and assists third-party vendors on installation and configuration of software and systems integration with core processing and support systems.

Performs applicable system validation and quality assurance checks to insure proper functionality.

Enterprise & Business Architecture

Contributes to the creation and review of a systems capability strategy which meets the strategic requirements of the credit union. 

Captures and prioritizes market and environmental trends, business strategies and objectives, and identifies the business benefits of alternative strategies. 

Establishes the contribution that technology can make to business objectives, conducting feasibility studies, producing high-level business models, and preparing business cases. 

Leads the creation and review of a systems capability strategy that meets the strategic requirements of the business. 

Develops enterprise-wide architecture and processes that ensure that the strategic application of change is embedded in the management of the organization, ensuring the buy-in of all stakeholders. 

Develops and presents business cases, for high-level initiatives, for approval, funding and prioritization. 

Ensures compliance between business strategies, enterprise transformation activities and technology directions, setting strategies, policies, standards and practices.

Project Management 

Takes full responsibility for the definition, approach, facilitation, and satisfactory completion of medium-scale projects (typically with direct business impact and firm deadlines). 

Identifies, assesses, and manages risks to the success of the project. 

Ensures that realistic project plans are maintained and ensures regular and accurate communication to stakeholders, consistent with the methods in use (agile, waterfall, etc.).

Ensures management reviews occur on schedule and according to procedure. 

Manages business change control procedures and ensures that project deliverables are completed within agreed cost, timescale, and resource budgets, and are signed off. 

Provides effective leadership to the project team and takes appropriate action when team performance deviates from agreed tolerances.

Requirements Definition & Management 

 Facilitates scoping and business priority-setting for change initiatives of medium size and complexity. 

Contributes to selection of the most appropriate means of representing business requirements in the context of a specific change initiative, ensuring traceability back to source. 

Discovers and Analyzes requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. 

Obtains formal agreement by stakeholders and recipients to scope and requirements and establishes a baseline on which delivery of a solution can commence. 

Manages requests for and the application of changes to base-lined requirements. 

Identifies the impact on business requirements of interim (e.g. migration) scenarios as well as the required end position.

Assumes responsibility for establishing and maintaining professional working relationships with area staff, management, customers, suppliers, and business partners.

Collaborates with programmers/developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs. 

Communicates effectively with all customers, area staff, management, inside/outside contacts, and business partners.

Work directly with business units to understand the needs of the business unit and make recommendations based on industry trends and professional knowledge and experience. 

Acts as liaison between end users and Information Services to develop framework of solution and design specifications

Expert knowledge on business relationship management; establishes relationships, documents discussions, and ensures alignment of business units with technology.

Works to improve operational processes and procedures within the business to increase efficiency and productivity. 

Other duties as required or assigned.

Performs senior-level support, diagnostics, troubleshooting and repair of servers, network infrastructure, telecommunications equipment and data storage equipment connecting to the core and performs root cause analysis of incidents and problems when applicable.

Additional duties and responsibilities may be assigned by management as deemed appropriate. 

QUALIFICATIONS

Education/Certification:BA/BS in Computer Science, minimum AA, or equivalent experience. Certifications and experience may be substituted for education. ITIL Foundations certification (within 1 year). CCNA, CCNP, CISSP or other certifications are desired.

Experience Required:Minimum of five years working with various functions of operating systems, preferably in financial services industry, with experience in corporate projects.

 Experience with Symitar is required

Required Knowledge:

• Knowledge of Symitar system processing, administration, operations, and backup and recovery as well as Symitar Ease.
• Knowledge of systems integrated with Symitar core including Synergy, cash flow management, laser checks, home banking, mobile banking, audio teller, etc.
• Analytical thinking and problem solving; operational knowledge; excellent communication and interpersonal skills including ability to interact and consult with staff at all levels, as well as external business partners. 
• Business relationship management skills and knowledge.
• Proven project management skills.
• Knowledge of change, configuration, and release management concepts.
• Basic knowledge of database and data storage systems.
• Basic knowledge of Windows imaging and management of end user computing
• Problem-solving and identifying technical challenges within the organization and then implementing processes and procedures to overcome them.