Job Description
Job Summary:
Responsible for leading analysis efforts for moderately complex, cross-functional initiatives across all business lines. Serves as an experienced independent contributor who partners directly with business line owners, business analysts, Salesforce Administrators, technology teams, and other stakeholders to analyze processes, evaluate system impacts, and deliver solutions that improve operational efficiency, customer experience, and strategic outcomes. Produces business requirements, functional specifications, process documentation, data analysis, and reporting to support enterprise initiative and system implementations. Acts as the primary liaison between Salesforce Administrators and business units, facilitating collaboration on system design, configuration, testing, documentation, implementation, and continuous improvement of the Bank’s Salesforce platform and other enterprise applications.
Provides secure, accurate, responsive, and courteous customer service to both internal and external customers at all times, while maintaining strict confidentiality. Serves as a trusted advisor to every internal and external customer. Inspires confidence and build lasting relationships by consistently exhibiting each of the trusted advisory skills to help our customers identify and achieve their financial goals.
Essential Job Functions:
- Leads requirements gathering and business analysis for cross-functional enterprise initiatives involving business units, systems, vendors, and strategic projects.
- Evaluates enhancement requests, develops business cases, supports release planning, and assists with validation, documentation, compliance, risk, and vendor-related information requests.
- Evaluates current-state processes, identifies improvement opportunities, documents future-state workflows, and translates business needs into scalable, compliant solutions.
- Develops business requirements, functional specifications, workflow diagrams, user stories, test scenarios, procedures, release notes, job aids, training materials, and implementation documentation in partnership with the Training Department to support curriculum development, knowledge transfer, and employee readiness.
- Partners with Salesforce Administrators, Technology, business line owners, Compliance, Risk, vendors, and implementation partners to support design, configuration, testing, deployment, and enhancements.
- Coordinates user acceptance testing, defect tracking, deployment readiness, stakeholder communications, change management, and employee readiness.
Other Job Functions:
- Conducts post-implementation reviews, analyzes feedback and adoption, documents lessons learned, and recommends process, automation, and system improvements.
- Ensures solutions and documentation support Bank policies, regulatory requirements, audit readiness, data integrity, operational efficiency, and customer experience standards.
- Performs reporting, data analysis, dashboard development, adoption review, and trend evaluation to identify operational risks, opportunities, and performance improvements
- Maintains process, workflow, configuration, knowledge repository, and template documentation supporting enterprise systems and operational consistency.
- Performs other duties as assigned that support the goals and objectives of the Bank.
Qualification Requirements:
- Bachelor’s degree in business, finance, information systems, or equivalent banking experience.
- 5-7 years of experience in business analysis, banking operations, or enterprise systems.
- A demonstrated experience analyzing cross-functional processes and systems.
- Experience with reporting tools, data analysis, process documentation, workflow diagrams, training materials, end-user, and requirements documentation.
- Analytical mindset with attention to detail and ability to produce accurate, reliable work products.
- Demonstrated ability to manage multiple initiatives simultaneously while maintaining attention to detail and meeting project deadlines.
- Strong facilitation, presentation, and cross-functional communication skills with the ability to communicate effectively with technical and non-technical stakeholders.
- Excellent oral and written communications skills.
- Proficient use of computer and 10 key. Knowledge of Excel and Word required. Knowledge of banking software a plus.
- Strong customer service orientations with commitment to accuracy, responsiveness, and professionalism.
- Ability to maintain strict confidentiality of sensitive customer and Bank information.
- Knowledge of basic math calculations.
- Strong computer keyboard and navigation skills.
- Ability to read and understand regulations, policies, and procedures; uses grammatically correct and clear oral and written communication.
- Ability to work effectively in a fast-paced environment and within a team structure while maintaining a positive customer service demeanor and attitude.
- Must comply with all bank policies and procedures that are job related and/or consistent with business necessity.
General Physical Demands and Workplace Conditions:
- Must be able to exert up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to lift, carry, push, or pull or otherwise move objects within the immediate work station.
- Must be able to walk, sit, or stand frequently, up to 50% of the time.
- Must be able to tolerate encounters with coworkers and customers under the following conditions: atmospheric pollutants or allergens, including but not limited to fumes, odors, dusts, poor ventilation; changes in indoor/outdoor temperatures encountered in travel between buildings and branches.
- Other physical attributes required to successfully perform the essential functions above include finger agility, talking, and listening.
Job Reference: TSC00925
