Essentials

Compensation

Full Description

Summary The Analyst, IT Bus Ops primary responsibility will be to ensure the information technology systems supporting Call Center operations are available and flexible to meet the changing business environment. Maintaining operational stability, systems performance and immediate response to reported incidents are the performance measurements for the role. The candidate will serve as an information technology subject matter expert for the Call Center, sales and processing operations and supporting platforms. As a Business Operations Analyst, the candidate will: Participate in Major Incidents calls to assist in impact assessment, communications to business partners and solutions implementation Documenting system process flows that map critical business functions to application platform components to identify impacted business operations. Engaging in the software change management and deployment processes to maintain full awareness of all potential impacts to supporting Call Center applications. Analyze business operations needs to enable changes to operational configuration parameters to address rapidly changing business conditions. Be well organized to manage multiple project assignment tasks. Essential Job Functions: Interact with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access Strong communications skills to translate technical issues to operations terminology so the business partners can understand risks and impacts Interacts with departmental end-users, technical resources (architects, data analysts, developers, operation specialists), consultants and others in the analysis, design, configuration, testing and maintenance of systems to ensure optimal operational performance Analyze the impact of new systems and enhancements to existing systems; ensures the system design fits in with the operational process flows. Tracks and fully documents change for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training. Participates in the in the preparation of proposals to develop new systems and/or operational changes. Conducts change impact analysis to assess the potential implications of changes and documents business rules, functions and requirements. Participates in QA and user acceptance testing and testing of new system functionality. Obtains detailed, in-depth and expert knowledge of the assigned business processes and creates requirement Maintain regular and punctual attendance Other Related Duties: Project task management Resource coordination across IT teams Performs other related duties as assigned. Supervisory Responsibilities: This position does not have direct supervisory responsibilities. Education and/or Experience: Bachelor’s Degree from a Four (4) year College/University or equivalent industry experience 1+ years of diverse financial services / mortgage banking experience preferred Experience with Agile Software Development Lifecycle (SDLC) methodologies, particularly documentation of Use Cases is preferred. Business analysis skills are required. Ability to interface with all levels of the business to define business and functional requirements. Support business and IT teams, including requirements gathering and project management for new development and integration projects with little or no direction. Strong communication skills are required. Proficiency with Microsoft Office tools Language Skills: Ability to read and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Reasoning Ability: Ability to solve practical problems and solve a variety of concrete variables in situations where only limited standardizations exists. Ability to intemperate a variety of instructions furnished in written, oral, diagram, or schedule form. Customer Service Relationships: Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers. Work Complexity: Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents. Work Environment: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Remote access will also be available for off hour support and when conditions require an alternative work location. Equal Employment Opportunity Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization. Essentials delivers cost-effective IT solutions so customers can focus on growing their business. Join this group of top-tier IT professionals dedicated to providing more for less—stabilized infrastructure, rock-solid networks, strengthened cybersecurity, modernized business operations, and crisis management and continuity.