Professional Services Analyst

Posted on August 1, 2018

 

Position Purpose

Serve as a point of contact for clients regarding product/service delivery and overall customer service satisfaction.  Works closely with other departments to ensure that the services delivered are meeting client expectations and are within scheduled deadlines.  Responsible for eliciting, analyzing, validating, specifying, verifying and managing the real needs of the project stakeholders, including clients and internal employees.  Serve as the conduit between the customers and technical staff.  Works with the other departments to promote high quality product development and to ensure User Acceptance Testing and procedural documentation is completed for new projects and existing system development.  Upon establishment of the requirements baseline, the focus is shifted towards the management of the requirement specifications and verifying the fulfillment of all requirements.  Maintains the company’s professional image and keeps management aware of client activities and any significant problems.

Responsibilities and Duties

  • Writes requirement specifications according to standard templates, using simple language clearly, unambiguously, and concisely.
  • Analyze high-level business and user requirements and rewrite them into functional requirements.
  • Manages and tracks the status of requirements throughout the project or implementation.
  • Follows current requirements practices, and provides suggestions for continuous improvement.
  • Conducts periodic status touch points with other members of implementation team to identify issues and ensure project dates are met.
  • Tests software from the perspective of functionality, usability, reliability, integration and performance.
  • Assists in diagramming processes and providing documentation of QA activities as assigned.
  • Validates and verifies compliance with system specifications, standards, documentation of test plans and quality plans.
  • Works proactively with development teams to ensure built-in quality throughout the entire project development and implementation process.
  • Maintains an understanding of the software products from a functional testing standpoint.
  • Develops a strong understanding of client objectives and assesses their business strategies and needs in relation to their objectives.
  • Ensures effective ongoing communication with clients to maintain high levels of customer retention.
  • Tracks and resolves problems effectively and with a sense of urgency.
  • Acts as a resource and support to clients throughout the business relationship.
  • Coordinates calls with clients, including training sessions.
  • Assists the Professional Services Analyst II’s with on-site visits or phone calls regarding relevant concerns, necessary product enhancements, and suggestions for improvements to products.
  • Develops a strong understanding of client objectives and assesses their business strategies and needs in relation to their objectives.
  • Elicits requirements using interviews, document analysis, storyboards, site visits, business process descriptions and workflow analysis.
  • Ensures effective ongoing communication with clients to maintain high levels of customer retention.
  • Participates in discussions with other departments to ensure work is flowing effectively and timely throughout the organization.
  • Participates in the discussions with MDT clients to ensure the delivery of the product or services is successful.
  • Works to foster a cooperative team environment.
  • Keeps management well informed of activities and of any significant problems.
  • Utilize appropriate communication tools based on company standards.
  • Keeps work area clean, secure, and well maintained.
  • Completes assigned documentation in an accurate and timely manner.
  • Completes special projects as assigned.
  • Attends and participates in meetings and conference calls as required.

Education/Certification

  • High school graduate or Equivalent.
  • Two years of college training in business or an equivalent amount of experience in credit union operations and practices.

Required Knowledge

  • Knowledge of analysis processes and procedures.
  • Knowledge of financial institution processing systems, Symitar preferred.

Experience Required

  • Three or more years of experience in financial institution core processing.
  • Experience managing multiple projects at once.

Skills/Abilities

  • Excellent interviewing skills.
  • Excellent listening skills.
  • Ability to successfully manage client relationships.
  • Works well in a team environment.
  • Excellent organizational abilities.
  • Strong oral and written communication abilities.
  • Strong analytical skills.