Note: Our preference is for someone who has 2+ years working directly with Salesforce Service Cloud. Additionally, candidates must be legally authorized to work in the United States without sponsorship for an employment visa (e.g., H-1B visa status). This position is responsible for assisting businesses in implementing technology solutions in a cost effective manner by determining the requirements of a project or program, participating in the solutioning and design of requirements implementation, and communicating results to / obtaining signoff from stakeholders. Technical business analysts may be assigned by project, line of business or technology platform and are expected to participate in every stage of the software development and/or implementation lifecycle, from analysis and design, through testing, release and maintenance while adhering to current System Development Methodology (SDM) processes. Technical business analysts work closely with various customers including their immediate project teams, business unit representatives and other technical staff members, often facilitating and coordinating the communication among all parties, including vendors. The senior technical business analyst will be responsible for working on the most complex business projects and for providing strong advice and counsel to their customers on solution options, costs, timelines, designs and implementation. The senior technical business analyst will be responsible for mentoring more junior colleagues.
Acts as a primary technical member of the project team, overseeing and documenting decisions that occur throughout the project lifecycle. Elicits specific requirements using interviews, data analysis, modeling tools, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business process analysis and task and workflow analysis. Heavy participation in architecting the logical design of the system with the architects and developers, including screen design and specifications, data modeling, and documentation of logical processing flows. Writes requirements and translates specifications to technical experts.
Serves as the liaison between the customer community (internal and external customers) and the software development team through which requirements flow. Identifies potential technical problems before they occur and helps implement solutions by thoroughly validating all system changes relative to assigned work. Works with the business technology team as an advocate of the business unit supported. Critically evaluates information gathered from multiple sources, reconciles conflicts and distinguishes user requests from the underlying true need. Influences others to achieve project results. Escalates issues when necessary.
Documents technical information, project information and develops training material. Writes and executes functional and performance-focused test scripts. Collaborates with Testing/QA team in the execution of User Acceptance Testing (UAT).
Delegates tasks to project team members with clear deliverables and expected time frames. Follows up on progress of delegated tasks. Maintains accountability for delegated items.
Uses technical skills and tools to review and analyze data, troubleshoot databases, applications, web services, system logs and utilities, in support of existing and new systems and/or initiatives. Monitors progress of projects utilizing work management tools, and works to overcome challenges.
Acts as the liaison between the business and technology development teams.
Works closely with technology, project, and business managers as well as cross-functional staff to ensure timely execution of project milestones. Responsible for responding to feature/functionality business and technical issues, while supporting escalated tickets generated from the service desk. Develops a roadmap for meeting the short and long term objectives.
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
Bachelor’s Degree plus 7 years work experience (as described in the minimum years of experience below) – OR - 10 years comparable work experience
7 years of experience working directly with technology or interfacing with technology with 4+ years working on moderate to complex projects
Combination of 5+ years of the following:
Data modeling concepts and creation/interpretation with entity relationship diagrams
Authoring of structured query language (SQL) scripts
Authoring in (minimally) one programming (or scripting) language
Interpreting system log files and debugging software
Web service concepts and ability to test web services and interpret responses
2+ years working directly with Salesforce Service Cloud is preferred
Black Knight Mortgage Servicing Platform (MSP) experience mapping to MSP Web Services and Bulk Data Extract (BDE) is a plus
Requirements gathering and analysis / break down of large requests into user stories and/or component parts
System and system integration design based on requirements
Man management of adjunct technical resources, including vendor deliverables
Agile or agile-variant software development methodologies
Understanding of testing concepts through the software development lifecycle (unit, performance, regression) and capability to write test cases and test plans
Proven strength in interpreting customer business needs and translating them into application and operational requirements
Experience with business and technical requirements analysis, business process modelling/mapping, and data modelling
Strong experience with incident management, leading both on and off-hours ad hoc support teams
Strong experience with various software development methodologies such as Agile, SCRUM, Waterfall, etc
Strong experience building, writing and executing test cases (using technologies such as JIRA, Confluence, Selenium, LoadRunner, is a plus)
Excellent communicator - Ability to communicate verbally and in technical writing to all levels of the organization in a proactive, contextually appropriate manner
Excellent analytical and problem solving skills
Execute root cause analysis of systems and data issues
Excellent organizational skills
Excellent understanding of business process
Strong ability to think through workflows and the characteristics that make each workflow different
Proven ability to prioritize work by dividing time, attention and effort between assigned workload and on-going support tasks
Proven ability to easily adapt to changes in processes, procedures and priorities
Proven understanding of web service APIs and XML messaging systems
IIBA certification preferred
Structured Query Language (SQL), Web Services, SOAP and/or REST, Consumption-level proficiency in Java code and debug logs, Automated testing are all preferred
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