18 Jan
Sr Applications Analyst
North Carolina, Durham , 27701 Durham USA

Vacancy expired!

Self-Help is a leading national community development financial institution headquartered in Durham, NC. Since 1980, Self-Help has provided $8.5 billion in financing to 159,000 families, individuals and businesses. It helps drive economic development and strengthen communities by providing responsible financial services; lending to individuals, small businesses and nonprofits; developing real estate; and promoting fair financial practices across the nation. The Self-Help family of nonprofit organizations includes Self-Help Credit Union, Self-Help Federal Credit Union, Self-Help Ventures Fund and the Center for Responsible Lending. Through its credit union network, Self-Help serves over 150,000 people in North Carolina, California, Chicago, Florida and South Carolina. Learn more at www.self-help.org, www.self-helpfcu.org and www.responsiblelending.org.

Role Overview:

As a critical member of the Applications Support team, the Senior Applications Analyst – Telephony will serve as the Subject Matter Expert and owner of the organization’s telephony systems. Self-Help’s telephone system supports more than 750 staff in over 70 office and retail locations in 8 states across the US as well as two call centers. This role will serve as the leader in supporting the telephony systems that serve our processes and teams. This role is responsible for understanding and documenting the current state of the organization’s telephony systems, identifying opportunities for immediate and long-term improvements, and developing processes and strategies to meet the needs of the organization. The Senior Applications Analyst – Telephony will be a hands-on strategic leader of the system. In addition to possessing deep knowledge of telephony systems, this role requires an individual with deep and thorough knowledge of telephony and call center systems and will ensure that business needs are being met through efficient use of our current and future systems. This position will serve as a liaison between our business teams, IT team(s), and third-party systems provider.

Essential Responsibilities:
  • Working independently and in collaboration with IT and business groups, the Senior Applications Analyst-Telephony will provide hands on and strategic oversight to the telephony systems.
  • The Senior Applications Analyst-Telephony will serve as Project Manager for telephony projects, including evaluation, planning and implementation of new systems/features/enhancements.
  • The Senior Applications Analyst-Telephony will provide routine support for telephony systems.
  • Design routine, complex, and ad hoc reports and dashboards that serve as a valuable tool for management and the business areas. Monitor reports to identify trends and proactively identify solutions.
  • Mentor/develop less experienced staff supporting the telephony systems.
  • Act as a change agent to drive Self-Help’s economic inclusion initiatives by integrating supplier diversity and the use of businesses owned by women and people of color in third party contracting and vendor management for relevant products and services.
  • Provide assistance and/or backup for other applications, when required.

Credentials, Experience and Skills:
  • Bachelor’s degree or equivalent years of relevant experience plus 5 years of business analysis or related experience plus significant experience working with telephony systems, including experience with call center environments and systems conversions.
  • Prior project management experience
  • Demonstrated experience in successfully optimizing telephony systems to ensure maximum efficiencies for the organization. Deep knowledge of telephony systems, infrastructure, and applications as well as knowledge of industry best practices and vendor offerings.
  • Prior experience with call center operations and metrics, and optional experience with distributed call centers, remote agents, and Computer Telephony Integration (CTI).
  • Credit Union or Financial services experience preferred but not required.
  • Certified Business Analyst Professional (CBAP) certification a plus but not required.
  • Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
  • Preference for working in organizations that place priority on teamwork and collaboration
  • Detail-oriented with strong analytical and problem-solving skills, using a logical, systematic, sequential approach to problem solving.
  • Ability to analyze and develop business and technical requirements. Ability to use strong analytical skills and industry-standard Business/Applications Analyst techniques to clarify ambiguous business requirements and requests.
  • Strong interpersonal skills and the ability to build solid relationships with users at all levels.
  • Strong time management and organizational skills.
  • Excellent communication skills including strong technical writing skills and the ability to document systems requirements.
  • Ability to develop test scenarios to troubleshoot existing systems issues and in preparation for new releases, anticipating the impact of system changes.
  • Proficient in Microsoft Office Suite including Word, Excel and PowerPoint.
  • Ability and willingness to work overtime and travel, when needed.

Physical Requirements: Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.

Compensation: Competitive nonprofit compensation, based on experience, plus a generous benefits package.

Application: Visit our Careers Page to apply for this position. This position will remain posted until filled.

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

Vacancy expired!

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