Provide in-depth analysis and support on Products/features related to member facing issues. Serve as a resource for technical teams. Partner with product owners, scrum masters, and development teams about Product Support needs such as investigating member concerns, problem solving, providing impact and creating data analysis/metrics, and communicating concerns/issues update to other business areas. Research trends, analyze, and triage product concerns by providing support to business operations and processes on the Digital Platforms. To analyze business needs to develop and implement solutions that leverage systems and processes with limited latitude. Work with the business to understand their concerns/issues, related to the Digital platforms. Use best practices and broad knowledge of internal or external business issues to improve products and/or services related to member facing issues.
- Evaluate operational efficiency and effectiveness.
- Triaging and troubleshooting member facing issues that are reported for our Digital platforms.
- Communicating with appropriate business partners to gather additional information and communicate status of open production issues.
- Determine materiality impact, assign a risk and severity rating to issues that will also inform ticket prioritization.
- Conducting analysis of what additional telemetry would be needed to be added during development to cover breadth and depth of impact of a product issue that will inform ticket prioritization.
- Analyze information, report trends, requirements, data, work methods, processes, service specific practices, standards, and metrics/statistics.
- Uses elicitation techniques to gather information at the right level of detail and scope to represent all the stakeholder’s needs.
- Analyze, define, and document processes, data, workflow, logical processes, and operating systems used to investigation production issues.
- Supervise modeling efforts to ensure that specifications and constructs adhere to appropriate mathematical and statistical standards and answer analytic questions.
- Efficiently use and understand Product Artifacts, App Tech Guide and feature workflows for processing mapping when investigating issue in Production.
- Identify process improvement opportunities for gaining efficiencies in troubleshooting and resolving production issues.
- Perform qualitative and quantitative analysis using analytical techniques, tools, models, simulation, etc.
- Develops, recommends, and documents adjustments to workflow to streamline processes.
- Develop and maintain an understanding of relevant industry standards, best practices, business processes and technology used within related business areas to ensure compliance with policy, vendor contractual requirements, procedures, processes, and standards.
- Involved in cross-organizational task groups concerning new automated systems, products and/or services.
- Work with project teams to plan, coordinate and rollout software change/release to Controlled Testing and Production, obtain required approvals as scheduled, and transition project to Production.
- Interact with other ISD staff, business units (frontend and backend users) in problem reporting & communicate resolution efforts.
- Utilize performance measurements and indicators to identify areas for improvement; develop process improvement plans for each performance indicator or area identified.
- Partner with other business units and vendors to improve procedures, resolve problems, and implement initiatives; presents conclusions and recommendations to management.
- Identify and communicate key responsibilities and practices, evaluate results, and provide leadership and guidance to ensure successful implementation of business unit projects.
- Interpret results of analysis; present recommendations, alternatives, and initial root cause analysis on reported issues.
- Write up documentation and define workflow for business processes and procedures.
- Develop and oversee project plans and roadmaps that outline preventative and corrective actions necessary to remediate control deficiencies, maximizing effectiveness and mitigating future exposure.
- Ensure preventative, detective, and corrective controls are properly identified and documented.
- Develop test scenarios and documentation; ensure acceptance of delivered solutions.
- Conduct and/or facilitate user acceptance testing to include developing and executing test cases, communication with project teams, validating and documenting results.
- Report testing activity including time spent, testing time lost and discrepancies found.
- Apply and communicate changes and new trends in systems/technology.
- Represent the business unit in identifying, analyzing, and communicating system issue resolution.
- Conduct root cause analysis to identify development opportunities and recommend applicable business solutions for member-facing issues.
- Research emerging technologies and recommend solutions that align with business goals.
- Collaborate with key partners in development and delivery of solutions and resolution of known BUGS.
- Perform other duties as assigned.
- Experience in solving routine or standard administrative, operational and/or system problems and issues.
- Exposure to the application of statistical methods, mathematical techniques, forecasting, cost-benefit analysis, and related analytical tools.
- Exposure to managing multiple priorities independently and/or in a team environment to achieve goals.
- Familiarity with data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling.
- Utilize a variety of tools to collect, analyze, and report on data related to production support activities. Develop compelling narratives that inform decision-making and highlight key trends and patterns.
- Moderate research, analytical, and problem-solving skills.
- Effective organizational, planning and time management skills.
- Effective skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations.
- Effective verbal and written communication skills.
- Effective word processing and spreadsheet software skills.
- Moderate skill identifying and analyzing business requirements and recommending solutions.
- Exposure to SQL and KQL database languages, including modeling data into PowerBI.
- Navy Federal Project Portfolio Management (PPM) knowledge.
- Navy Federal products, services, programs, policies, and procedures.
Hours: Monday - Friday, 8:00AM - 4:30PM (Employee may be required to work outside normal working hours for validation testing.)
Location: 820 Follin Lane, Vienna, VA 22180 | 141 Security Drive, Winchester, VA 22602
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.
Disclaimers: 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. 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. 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.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
