- Work in a highly dynamic collaborative work environment to meet the needs of multiple business lines and supporting a portfolio comprised of a wide variety of custom applications and third-party platforms and integrations.
- Support delivery of software solutions resolving break fix, enhancement requests and small projects from the enterprise in our IT Business Support Portfolio Program to ensure the health and cohesion of the 30+ highly complex software applications.
- Assist in the organization, tracking, and coordination work across a cross functional team of software developers, BSAs, and QAs through the design, development and implementation of software development solutions.
- Monitoring work request intake, assisting in work breakdown and triage for new items, guiding items throughout the development lifecycle, monitoring various SDLC gateways and completing
- Change Management tracking for production application release in compliance with our processes and procedures.
- Ability to be engaging and effective in daily communications (both written and verbal) with business process/system owners, analysts, and stakeholders and to ensure requests are properly vetted/prioritized, timelines are properly communicated related to the implementation of the solution and delivery is in compliance with policies and procedures.
- Rely on limited experience and judgment to plan and accomplish goals and to engage in the proper communication channel for the task at hand.
- Mentoring and assisting members of the team on compliance with policies and procedures.
BSA Skills:
- Leverage BSA experience in the triage of incoming work to ensure emergency and critical items are escalated to the proper resources in a timely fashion.
- Ensure SDLC processes are being followed with a high degree of rigor for PCI releases related to credit card processing
- Produce effective high level business scope/epic level business need and acceptance criteria as needed to establish next steps for problem solving sessions with relevant team members (BSA/DEV/QA/SMEs etc)
- Acquire full understanding of business vision for small project, enhancements, and defect remediation
- Understand how change to a component/application impacts the whole system and make recommendations for the logical design of system enhancements
Program Coordinator Skills:
- Monitor change request intake, assisting in work breakdown and triage for new items
- Guiding items throughout the development lifecycle to ensure SDLC processes are being followed and gateway approvals are being garnered
- Coordinating Change Management activities for production application release in compliance with our processes and procedures
- Coordinate with other functional teams outside of software development for delivery
Knowledge and Skills:
- Proficiency with Microsoft 365 Applications for Enterprise (Word, Excel, PowerPoint, Visio)
- Proven knowledge of Web Application Concepts as well as Client / Server Application Concepts
- Experience with Service Now for customer service request intake and JIRA for issue resolution, development collaboration, backlog and release management.
- Demonstrate excellent meeting facilitation and time management during the course of assignments
- Demonstrate flexibility in dealing with shifting priorities and the ability to manage and balance multiple assignments at the same time
- Competently and professionally interact with, set expectations and resolve scope, timing and prioritization conflicts with stakeholders at all levels of the organization
- Have excellent level appropriate and concise communication skills including conflict resolution and negotiation skills
- Communication skills are critical to this role!
- Will be communicating with Business Owners on a daily basis.
- Ability to be engaging and effective in daily communications (both written and verbal).
- A high degree of ownership and autonomy is required as is a certain degree of creativity and latitude.
- Practical tactical experience as coordinator
- Experience with issue management and escalation
- Change implementation experience
- Experience as analysts leading IT process reengineering efforts
Required Skills:
- 2 Years - Competently and professionally interact with, set expectations and resolve scope, timing and prioritization conflicts with stakeholders at all levels
- 5 Years - Have excellent level appropriate and concise communication skills including meeting facilitation, conflict resolution and negotiation skills
- 2 Years - Experience monitoring work request intake, assisting in work breakdown, triage and problem-solving for urgent production and other issues
- 5 Years - Full SDLC experience including cross functional development, QA, and BSA team members supporting QA and UAT needs
- 5 Years - Experience with Business Systems Analysis software applications tools, and techniques
- 5 Years - Experience as a BSA on agile, waterfall and hybrid agile-waterfall methodologies
- 5 Years - Writes specific, measurable, and testable user stories with detailed acceptance criteria
- 5 Years - Excellent problem solving and technical troubleshooting capabilities
- 2 Years - Experience facilitating meetings with complex stakeholder dynamics
- 5 Years - Experience with and proven knowledge of Web Application concepts