BUSINESS SYSTEMS MANAGER

About the role

The Business Systems Manager is responsible for organizing, planning, and directing the activities of the Business Systems department. Assists in designing, delivering, and improving in-house software applications and technology. Supports end users by providing guidance on software usage, troubleshooting applications, and ensuring efficient fulfillment of business objectives. Serves as the first point of contact for escalated issues, technical troubleshooting, and facilitates meetings with internal and external stakeholders.

Responsibilities

• Assist the VP of IT with long-term and short-term Business Systems planning.
• Maintain and enhance the performance of all new and existing software and applications across the organization.
• Learn and master diverse functions of origination systems, online banking platform, document imaging, core system, and additional systems.
• Proactively seek opportunities to optimize and enhance technology portfolios, capabilities, and processes.
• Identify opportunities for improvement within business processes, recommend changes, and identify flaws in logic or assumptions.
• Research, evaluate, and recommend application process improvements for efficiency, quality control, and compliance.
• Serve as liaison between business clients, vendors, and technical staff throughout the life cycle of projects or process improvements.
• Coordinate effectively with other business unit leaders.
• Assist with technical implementations to ensure they meet business requirements.
• Monitor incoming help desk tickets from end users and ensure they are answered and resolved quickly and appropriately.
• Create and respond to support tickets between the credit union and third-party vendors to ensure issues are resolved quickly and effectively.
• Communicate application problems and issues to key stakeholders, including management, end users, and unit leaders.
• Monitor and manage the workload of Business Systems team members by delegating or reassigning tasks to ensure efficiency.
• Ensure the team stays up to date on third-party vendor software release notes.
• Test new features and confirm they work as expected before going into production.
• Test fixes and perform post-resolution follow-ups to ensure issues are resolved.
• Supervise and mentor Business Systems team members, facilitate team meetings, and foster a collaborative environment.
• Provide leadership through effective objective setting, delegation, and communication.
• Conduct performance appraisals as required.
• Direct, schedule, and coordinate department functions.
• Conduct monthly one-on-ones with documentation to provide coaching to team members.
• Develop and maintain documentation and ensure team knowledge of updates.
• Ensure staffing levels are appropriate and Human Resources are effectively utilized.
• Interview, hire, train, and assign personnel.
• Contribute to strategy development, align the team with organizational objectives, and stay informed about industry trends.
• Keep abreast of current internal communications in email, voicemail, and Teams.
• Follow security procedures and processes.
• Complete required annual compliance training.
• Adhere to the Credit Union’s core values and mission.
• Comply with all federal, state, and organizational policies, procedures, and processes, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Travel may be required.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Management experience preferred.
• Knowledge of and experience with cloud-based applications, software, and Microsoft 365.
• Strong analytical and problem-solving skills.
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
• Experience working in JIRA or Confluence.
• Attention to detail and effective writing and verbal skills.
• Self-directed with the ability to meet project deadlines.
• Work effectively with key stakeholders to complete tasks.
• Knowledge of financial institution products, services, policies, and procedures.