Analyst II, Systems Support

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Accountable for supporting platforms utilized to service customers by FNBO employees; to include, but not limited to, NICE CXOne, Nexidia, Salesforce, and Quavo. Required to monitor escalated issues from IT Service Desk or Command Center, related to supported platforms, and provide advanced system knowledge with the ability to assess and solve escalated issues or further escalate issues to IT or vendors. Evaluate current processes and systems, perform trend analysis, and recommend changes to improve our customer and employee experiences. Influence system enhancements, process changes, or procedure/process updates identified through analyzing tickets and coordinate with appropriate product owners/managers, senior systems analysts, or business units to influence the improvement.

About This Role:

 

Analysis

• Seek opportunities to learn, automate, document, share, educate, and improve processes and systems.
• Provide metrics and other documentation to support analysis and findings.
• Coordinate with product owners and/or senior systems analysts to perform testing of processes and system changes and coordinate end user testing.

Reporting and Data Analytics

• Coordinate, track and respond to data needs and requests from our partners.
• Design, develop, enhance, and maintain reporting.
• Deliver strategic reporting to end users and stakeholders per desired schedule and collaborate on opportunities for improved reporting.

Training and Development

• Lead training of end users on reporting to gain self-service adoption.
• Enhance end user knowledge, understanding and competency for supported systems.
• Identify, develop, and recommend training opportunities that meet and support end user needs.
• Develop and update system documentation for end user training support and team platform support.
• Lead in training sessions to onboard new teams to supported platforms or current end users on system upgrades/enhancements.

Business Relationship Management

• Meet regularly and maintain a close working relationship with senior system analysts to ensure awareness of releases to support planning, deployment, and business unit communication.
• Exhibit knowledge, skills, and behaviors that foster a productive relationship with business partners.
• Manage business units and stakeholders’ expectations effectively.

Projects

• Lead projects as assigned by management surrounding the onboarding, support or new platforms/applications or the enhancement of current platforms/applications.
• Assist team members in critical decision making and planning; ensure execution and closure of projects with strict adherence to timeline and budget.

Compliance: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. Ensure platform support and access procedures are consistently accurate and up to date.

The Ideal Candidate for This Role:

 

Key Skills:

• Respond quickly to changing priorities.
• Ability to support end users in a remote environment.
• Able to work cross-functionally with strong interpersonal skills, including the ability to build collaborative relationships, listen, and actively contribute to discussions.
• Project Management skills - advanced organization and ability to keep on track.
• Ability to influence the design of new system solutions, modify, enhance, or adapt existing systems and integrate new features or improvements, all with the aim of improving business efficiency, productivity, and customer experience.
• Demonstrate a consultative approach with the ability to analyze stakeholders’ needs.

Minimum Qualifications:

Required

• Bachelor’s degree in business-related field or equivalent work experience
• 5+ years of general business experience and at least 1 year in project management
• Intermediate to Expert in Microsoft Suite
• Strong organizational and analytical skills and the ability to manage multiple, concurrent deadlines.
• Solid problem-solving skills, attention to detail, and critical thinking abilities
• Proven presentation, public speaking skills, and time management skills
• Excellent written and verbal communication

Desired

• Experience with ServiceNow, NICE, Salesforce, and/or Quavo
• Proven contact center and/or dispute experience
• Experience providing system access.
• Knowledge of bank products and processes
• Policy and procedure writing

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

 

Compensation range (base pay): $63,288.00-$104,425.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20260280

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days.  Job postings may come down prior to 5 calendar days based on volume of applicants.