Job description
YOUR LIFE'S MISSION: POSSIBLE
You have goals, dreams, hobbies and things you’re passionate about.
What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.
Don’t take our word for it.
- Military Times 2022 Best for Vets Employers
- Yello and WayUp Top 100 Internship Programs
- Forbes® 2022 The Best Employers for New Grads
- Fortune Best Workplaces for Women
- Fortune 100 Best Companies to Work For®
- Fortune Best Place to Work for Financial and Insurance Services
- Computerworld® Best Places to Work in IT
- Ripplematch Campus Forward Award – Excellence in Early Career Hiring
Basic Purpose
You will be responsible for compiling, researching, analyzing, and documenting data requirements, workflow/ processes, functionality and or controls for the Problem Management Team. Developing and evaluating information, and prepare recommendations based on analysis for use in decision making. Providing feedback and suggestions to improve established policies, procedures, and/or methodologies. You will be part of a hard- working IT team whose mission is to improve service availability and user productivity by reducing recurring incidents.
Responsibilities
- Serve as Problem Analyst leading the facilitation of the Problem Process within Navy Federal Credit Union.
- Oversee daily operational activities for Queue Management, Reporting and Communications of Problem Investigations.
- Develop and coordinate the creation of Performance Reports, Post Problem Review Reporting
- Analyze information, requirements, data, work quality, work methods, processes, service specific practices, standards, and metrics
- Interpret results of analysis; present recommendations, including alternatives and implications
- Collaborate with other business units to analyze and improve processing procedures and resolve problems
- Analyze changes in policies, procedures, and products; determine the impact on the group functions
- Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes
- Monitor and analyze key performance indicators, and establish processes and methodologies for preventative
- Compile, review and prepare data to be used by analysts and management in the analysis of operations, services, and products
- Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
Qualifications
- Bachelor’s Degree in Information Systems/Technology, Computer Science, Business Administration, Finance, or the equivalent combination of training, education, and experience
- Advanced skill maintaining accuracy with attention to detail and meeting deadlines
- Advanced organizational, planning and time management skills
- Advanced verbal and written communication skills
- Experience working and participating in cross-functional, multi-dimensional teams
- Advanced research, analytical, and problem-solving skills
- Advanced skill presenting findings, conclusions, alternatives, and information clearly and concisely
- Effective relationship building, negotiation and facilitation skills
- Knowledgeable of Service Management tools and Software (ServiceNow)
- Proficient skill level with Microsoft Office Suite- Includes Excel, PowerPoint, Visio
Desired Qualifications
- Working Knowledge of Enterprise Banking Systems
- Knowledgeable of ITIL processes and integration of Incident, Problem and Change Management
- Knowledgeable of Root Cause Analysis (RCA) methodologies and cause mapping
- Working knowledge of Navy Federal’s IT environment
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602
Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.
Salary Range: $74,400- $127,200 annually
Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.
Posting End Date: 05/18/2023
Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume.
#LI-Hybrid
Equal Employment Opportunity
Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability
Disclaimer
Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.
Bank Secrecy Act
Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Employee Referrals
This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.
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