Job Information
Heritage Bank Business Analyst- Customer Service Center (Washington State) in Burlington, Washington
Heritage Bank has an exciting opportunity to join our organization!
Heritage Bank is seeking a Business Analyst to support our Customer Service Center. The Business Analyst is responsible for managing the lifecycle for Customer Service Center systems, which includes release management, planning, testing and deployment of updates or new systems, and is the department's liaison between technology, operations, and various business units to lead and facilitate the creation and specification of business requirements regarding banking business solutions and/or enhancements to existing business processes and solutions. May provide direction, training and guidance to assigned project team members.
This position is Full Time; typical schedule is Monday -- Friday 8:00 a.m. to 5:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.
This position is fully onsite in Burlington, Washington.
Base Salary Range:
$80,168.40 - $94,742.00 - $113,684.00 annual
The Role at a Glance:
- Provides consultative assistance to assigned business units to streamline processes as it relates to the efficient use of customer service center systems.
- Conducts analysis and documents business unit needs, objectives and requirements; performing gap analysis between current and desired processes and systems, root cause analysis, defining project scope, coordinating cost/benefit analysis, and ensuring the appropriate areas in IT are involved.
- Cultivates strong relationships with internal customer base, vendors, and other internal technical support to provide strong project management services.
- Works cross-functionally with end users and technical teams to collect, evaluate and compress data and information from multiple sources, resolve conflicts and differentiate between actual and required user needs.
- Creates user interface configurations and other technical artifacts to assist with defining and delivering customer software solutions.
- Leads the development of test-scripts.
- Champions and lead the adoption and implementation of Agile or other agreed upon software development lifecycle methodologies.
- Facilitates cross-functional team meetings to develop and implement business solutions and optimize operations, conducts impact analysis of new products, systems, upgrades and changes for department/functional areas, and evaluates systems and business processes for feasibility.
- Plans and drives product definitions, develop road maps for projects assigned, and define release priorities, product improvements and enhancements; ensures new or modified processes and systems meet project objectives and business requirements.
- Tracks and fully documents changes for functional and business specifications; develops, writes, updates and maintains system protocols, internal controls and detailed universally understood standard operating procedures for end user reference and training use.
- Proactively participates in user acceptance testing projects. Develop testing scenarios and scripts, identify and document functional test cases, write and execute test scripts for all upgrades or conversions.
- Functions as project team leader or participates as a business unit lead, project team member or digital services subject matter expert during core banking conversions.
- Maintains professional and technical knowledge through educational workshops, reviewing professional publications, and networking and participation in professional organizations.
Core Skills and Qualifications:
High School Diploma or equiv