Business Analyst - Client Centric Team (Kalamazoo, MI)

About the role

Partners with leadership to model a culture of innovation, positive communication, and division efficiencies. Responsible for system/application administration and management with the business process requirements, as well as the implementation of strategic and tactical software related client service and wealth management.

Responsibilities

• Serve as the primary CCT systems administrator by maintaining and supporting all software applications assigned.
• Maintain a current knowledge of business operations and all software applications assigned.
• Address system/application issues with key stakeholders, including leadership, development teams, BIS, and end users.
• Benchmark industry leading client service and wealth management systems/applications to identify improvement opportunities.
• Drive the strategic decision-making process related to client service and wealth management systems/applications, along with BIS, to identify gaps and enhancement opportunities.
• Assists in the analysis, design, and development of a roadmap and implementation plan based upon a current vs. future state in a cohesive technology architecture viewpoint.
• Partner with leadership and the BIS data management team members to review and analyze the effectiveness and efficiency of existing business processes and applications, map data used within processes and applications and develop strategies for improving processes to further leverage existing applications and data.
• Support team leads and others in collaboration, communication, and facilitation of change.
• Support and facilitate the testing/implementation of new and existing software applications under development or consideration.
• Facilitate and maintain documentation on processes, policies, and application configuration for proper compliance posture.
• Facilitate and adhere to application change management procedures.
• Facilitate the training and onboarding as well as assist the training team in delivering end user training.
• Keep well-informed of new application features and functionality and proactively provide recommendations for process improvements to users.
• Support existing interfaces and reports.
• Provide communication to affected users on upcoming changes such as release notes, patch notifications or upgrades and outages.
• Troubleshoot system issues and manage helpdesk tickets according to the BIS service standards for all systems/applications assigned.
• Set up and maintain user logins and password reset requests for all systems/applications assigned.
• Review invoices for accuracy prior to processing for all systems/applications assigned.
• Serve as subject matter expert (SME) on specified divisional projects.

Qualifications

• Bachelor’s degree in finance, accounting, business administration, computer science, or related field of study and a minimum of 2 years of banking process improvements or equivalent education and experience required.
• Possesses understanding of application programming, database and system design.
• Advanced knowledge of Microsoft Excel required.
• Knowledge of banking/trust systems preferred.
• Exposure to or experience with coding language, including VBA and SQL.
• Proven experience in process re-engineering.
• Proven success in managing multiple tasks and deadlines.
• Strong facilitation, project management and mentoring experience.

Skills

• Proven strong conceptual, analytical and problem-solving ability.
• Proven experience learning business processes and industry specific requirements to apply systems and tools to build more efficient processes.
• Strong customer service skills.
• Demonstrated ability to work with users on defining needs and addressing issues.
• Demonstrated ability to collaborate within a team environment.
• High ethical standards.
• Strong desire to achieve impactful outcomes.
• Strong work ethic and team orientation.
• Highly self-motivated, directed and reliable.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills (“people skills”).
• Positive Proactive Assertive.
• Adept at conducting research into technology-related issues.
• Must be able to learn, understand, and apply new technologies.
• Project management skills extremely beneficial.

Talents, Knowledge, Skills, and Abilities

• Proven strong conceptual, analytical and problem-solving ability.
• Proven experience learning business processes and industry specific requirements to apply systems and tools to build more efficient processes.
• Strong customer service skills.
• Demonstrated ability to work with users on defining needs and addressing issues.
• Demonstrated ability to collaborate within a team environment.
• High ethical standards.
• Strong desire to achieve impactful outcomes.
• Strong work ethic and team orientation.
• Highly self-motivated, directed and reliable.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills (“people skills”).
• Positive Proactive Assertive.
• Adept at conducting research into technology-related issues.
• Must be able to learn, understand, and apply new technologies.
• Project management skills extremely beneficial.

Equipment Used

• Computer
• Copier
• Printer
• Fax Machine
• Tablet/Smartphone

Systems Applications Used

• Office 365
• Keeper Password Manager
• Microsoft Office Suite (Advanced), including Excel
• Microsoft 365 ecosystem (Teams, SharePoint, OneDrive, Outlook)
• Low-code/no-code application platforms (Prefer Microsoft Power Platform: Power Apps, Power Automate, Power BI)
• Exposure to or experience with coding languages (VBA, SQL)
• Integration and API orchestration platforms
• Document Management Systems (e.g., M-Files, SharePoint-based libraries)

Physical Requirements

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

Work Environment

• Normal office environment, subject to constant interruptions, that is well lit, properly ventilated and handicap accessible.

Contact

• CCT
• BIS
• Operations
• Research division team members
• Business partner staff
• Vendors, suppliers, contractors, service providers