Analyst II, Systems Support

First National Bank of Omaha•Omaha, NE

1d•Hybrid

About The Position

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: 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 business 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 bank's BSA/AML Program, as applicable to your job duties. Ensure platform support and access procedures are consistently accurate and up to date.

Requirements

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 Bachelor’s 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
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

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

Responsibilities

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.
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.
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.
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 business partners.
Manage business units and stakeholders’ expectations effectively.
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.
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
Ensure platform support and access procedures are consistently accurate and up to date.