IT Process and Automation Analyst

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Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.
We are seeking a talented and motivated individual to join our strong organization and growing team as a Process & Automation Analyst located on site at our Corporate Headquarters in Lancaster, SC. The Process & Automation Analyst will be responsible for identifying process improvement initiatives across the enterprise and delivering measurable business outcomes through ServiceNow. This role will identify business needs, gather user requirements and develop user stories for the Process & Automation Architect.
Responsibilities and Duties
The Process & Automation Analyst will work closely with key stakeholders to validate new and existing processes achieve desired outcomes, maintaining related documentation, supporting implementation of new processes and creating dashboards to provide insight to key stakeholders. This role will be a champion of user experience and developing training to drive adoption. The Process & Automation Analyst will support and participate in the FIT, LLC offerings.
Additional responsibilities include, but are not limited to:

• Serve as a ServiceNow subject matter expert on business process designs and configurations.
• Review current processes with a focus on simplification and clarity ensuring they align to current business objectives.
• Partner with internal stakeholders to design solutions that help streamline and automate processes to continuously align with evolving business needs.
• Participate in the creation of requirements associated with new processes and provide guidance with the capabilities of the platform. This includes completing requirement documents, obtaining metrics and working directly with the Process & Automation Architect to develop useful solutions.
• Develop, edit, and validate reports, dashboards and other data exports to improve operational visibility and to support business needs.
• Create change records in compliance with change standards, as needed to support the Process & Automation Architect
• Perform self-assessments of key processes and/or data to ensure processes are effectively being utilized by cross functional teams.
• Evaluate current ServiceNow applications use cases and provide recommendation for efficiency improvements.
• Establish effective relationships with IT, project managers, stakeholders and other business partners to champion strategic initiatives to leverage the full use of the platform.
• Prioritize and manage own workload to deliver quality results and meet timelines while ensuring accuracy of data and information is a priority.
• Create and maintain job function roles within Access Management. This includes conducting periodic reviews of existing roles and identifying new roles with Department Leaders.
• Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues/ points of interest.
• Continuously enhance knowledge/expertise in own area and keep current with trends/development and regulatory changes which may affect documentation or processes.
• Develop training courses for various types of user personas, documentation and lead employee facing training sessions as needed to improve user experience and foster user adoption.
• Perform periodic reviews of the training material and documentation to ensure it maintains relative data based on family releases.
• Develop test plans and conduct UAT testing for all family releases and/or new processes within the Platform.
• Troubleshoot and resolve reported processes issues to ensure timely resolutions.
• Assist with process mapping, process improvements or automation for FIT engagements.
• Comply with Founders' policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLBA and BSA. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.
• All other duties are assigned.

Qualifications and Skills
The Process & Automation Analyst should demonstrate the ability to analyze, research, and resolve questions and possess the ability to learn quickly and adjust to technological changes. The ideal candidate will have the following skills & qualifications:

• Excellent communication, documentation skills, and the ability to understand and explain technical details to technical and non-technical audiences is required to be successful.
• Ability to effectively communicate on complex issues with a high level of effectiveness.
• The ability to work in a team, present a trustworthy image, and deal effectively with others is required.
• Ability to understand business issues and processes and to articulate the context of the processes is also required.
• Must be a self-starter with the ability to manage multiple work assignments and priorities with urgent deadlines, maintain excellent service delivery, while working with a fast-paced team.
• Highly knowledgeable in ServiceNow functionality and workflow processes is preferred.
• Experience with process and workflow modeling is preferred.
• Ability to document business requirements, functional specifications, test scripts and training is required.
• Solid understanding of ITIL business processes.
• Strong data analysis, research, analytical and testing skills.
• Ability to lead meetings and/or discussions to effectively identify development efforts and challenges within business processes.
• Able to work independently without significant supervision.
• Ability to exhibit leadership skills to mentor, train and persuade processes improvement opportunities.
• ServiceNow System Administrator Certification required within 1 year of hire.
• Bachelor's degree in Computer Science or a related field is preferred.

Due to the nature of project deadlines and system update requirements, evening and weekend work will be required based on department needs.
Due to the critical nature of data security, each employee has the responsibility to protect company data. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality. Guidance is contained in the company information security policies. Violations of policy may result in disciplinary action, up to and including termination.
Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data by maintaining account permissions to accounts, processes and programs only required to do the job assigned.
Follow the asset management lifecycle process and procedures to support the efforts in maintaining an accurate and efficient configuration management inventory.
Maintain a knowledge and understanding of the roles and responsibilities of the Incident Response teams defined in the Incident Response Plan.
Benefits
We proudly offer competitive income and comprehensive benefits package.
Benefits provided include the following:

• Paid Time Off
• Paid Holidays
• Family-oriented culture that values work/life balance
• Retirement Plan (with employer contributions)
• Health and Dental Insurance - with eligibility on date of hire
• Short Term and Long Term Disability Insurance
• Life and Accidental Death and Dismemberment Insurance (at no cost to employee)
• Long Term Care Insurance Plan with guarantee issue within 31 days of hire
• Voluntary Supplemental Life Insurance coverage for employee and family
• Health Care and Dependent Care Flexible spending accounts
• Tuition reimbursement
• Career development training
• Fit Founders Wellness Program

A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.
EOE
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