Business Systems Analyst Manager
SWBC
This job is no longer accepting applications
See open jobs at SWBC.See open jobs similar to "Business Systems Analyst Manager" greater:SATX.SWIVEL is seeking a talented individual to handle day-to-day monitoring of staffing and personnel issues exercising discretion and independent judgment, with limited supervision; Oversee internal and external client service support including support relationship management; daily interaction with support; handling questions or problems; handles escalated issues with engineering; Keep upper management advised of progress through regular reporting.
Why you'll love this role:
This role is a great opportunity to utilize your technical knowledge and skills. This person will be able to interact with client facing teams as well as technical IT departments within SWIVEL, SWBC and outside vendors. This role will lead the Client Application Analyst Team and be responsible for specific Reporting in both the Application Analyst and Client Support Teams. The candidates’ technical skills will directly contribute toward SWIVEL’s Mission to provide excellent client service and being the most exceptional transaction enabler for our clients.
Essential duties include the following
- Manages staff and activities of the Application Analyst Team.
- Analyzes team statistics to improve performance and maximize efficiency while maintaining client and team satisfaction.
- Ensures quality support for all SWIVEL products, applications and services by insuring SLA objective are met for clients.
- Provides escalated support to Financial Institutions by working advanced or time sensitive issues in a professional and timely manner and assisting with questions and issues. Participates in Manager on call rotation for after hours and weekends.
- Performs reporting and service level deliverables to include Application Analyst Team performance and Service Level reporting for Support Team including case management activity. Ensures SLA objectives are met for client cases.
- Monitors and verifies work; ensures training of employees is monitored and completed; providing coaching, counseling, and discipline; and resolving personnel related issues.
- Able to influence and lead change through process improvement techniques and operational management best practices.
- Implements systems and processes designed to enable scale and support excellence; Partner with various internal teams to provide client feedback, streamline processes and improve client outcomes.
- Manages the creation, updates, and completion of automated scripts for Application Analyst Team or others to utilize in testing of SWIVEL releases.
- Creates and maintains documented procedures and process flows.
Serious candidates will possess the minimum qualifications:
- Bachelor’s degree in computer science, engineering, business or related field from a four-year accredited college or university.
- Minimum of two (2) years of experience in SaaS support environment.
- Two (2) years of supervisory experience.
- Expert organizational and planning skills.
- Expert multi-tasking skills.
- Advanced collecting and analyzing data skills.
- Strong problem resolution, analytical, and multi-tasking skills.
- Developing negation skills.
- Advanced managing priorities, deadlines, and problem-solving skills.
- Advanced Microsoft Office skills, including Outlook, Word, and Excel.
- Excellent verbal and written communication skills.
- Able to work collaboratively and build relationships.
- Able to analyze, organize and prioritize work.
- Able to adapt.
- Able to travel locally or nationally by car or plane.
- Able to sit for long periods of time performing sedentary activities.
- Able to stand, stoop, and kneel to file for long periods of time.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
This job is no longer accepting applications
See open jobs at SWBC.See open jobs similar to "Business Systems Analyst Manager" greater:SATX.