Operations Analyst

NO C2C, REFERRALS, BENCHES OR OUTSIDE CONSULTANTS

We are seeking a highly skilled and organized individual to join our team. In this role, you will be responsible for analyzing, defining, and documenting technical information related to data, workflows, logical processes, input/output, system interfaces, and internal/external controls to enhance the business usage of our IT systems.

Responsibilities:

• Develop and evaluate IT roadmaps and work plans to enhance operational efficiency and effectiveness.
• Perform both qualitative and quantitative system analyses using a variety of analytical techniques, tools, and models, including simulations.
• Participate in complex interdepartmental initiatives focused on improving system resiliency and reliability, aimed at increasing availability and reducing risk.
• Gather and analyze quantitative and qualitative data from business processes to support data-driven decision-making.
• Implement new or enhanced products, services, and operational changes.
• Prepare and collaborate on presentations, reports, white papers, and other documentation.
• Interpret analysis results and present recommendations, alternatives, and implications.
• Establish or analyze processes and workflows to improve efficiency.
• Develop and generate reports from the ServiceNow tool, utilizing performance measurements and indicators to identify areas for improvement; create process improvement plans based on these indicators.
• Conduct work sessions with technical teams to ensure quality and consistent performance, meet schedules, and resolve technical and complex issues.

Additional Responsibilities:

• Analyze processes and workflows to understand the value chain and input/output to improve and/or automate business performance.
• Participate in application rationalization discussions with architects and business stakeholders to modernize, consolidate, or eliminate obsolete technology.
• Collaborate with various departments to create compelling presentation materials for technical and business pitches, executive meetings, and other significant events.
• Lead business stakeholder discussions for project artifact approvals and current-state application reviews, ensuring comprehensive representation of all stakeholder needs.
• Organize and manage a large volume of documents and data using spreadsheets, word documents, PowerPoint, and other organizational tools.
• Identify and document key business requirements for current-state and future-state needs.
• Design templates and create graphics to visually enhance the content of presentations and documents.
• Document, manage, and follow up on critical action items resulting from business and technical conversations.
• Provide training and support to colleagues on effective presentation techniques and the use of web portals, SharePoint, and software tools.
• Continuously seek to improve processes and workflows to boost efficiency and productivity.
• Work independently and collaboratively to meet deadlines and deliver high-quality work with minimal supervision.
• Ensure all materials adhere to brand guidelines and standards.
• Perform other related duties as assigned.

Qualifications & Skills:

• Strong proficiency in ServiceNow, ServiceNow Certification a plus
• Good background in PowerPoint, Excel, and other relevant software tools.
• Proven ability to create visually engaging presentations and documents.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and ability to multitask.
• Excellent written and verbal communication skills.
• Background in financial services, including an understanding of the basic operations and business capabilities of a credit union or bank, and relevant industry standards.
• Experience in creating business process documentation, preferably using BPMN 2.
• Proficiency in requirements elicitation techniques and experience working with senior business stakeholders.