This position is responsible for delivering high-quality support through prompt and thorough research and analysis. In a fast-paced, high-volume environment, this role guides credit unions through the seamless implementation of products and services on the core platform. Strong organizational skills are essential to manage multiple projects effectively while ensuring accuracy and efficiency. Key responsibilities include performing detailed analysis, conducting in-depth testing, and creating clear, comprehensive documentation to support smooth and precise project execution.

Essential Functions

Collaborate closely with credit union clients to gather specifications, document business requirements, and develop clear delivery plans. Work alongside team members and the Team Leader – Business Analysts to provide accurate cost estimates (if needed) and establish realistic yet ambitious target delivery dates.
Analyze, troubleshoot, and resolve reported issues from credit unions efficiently by leveraging available resources, tools, and documentation. Identify appropriate actions and alternative solutions while continuously enhancing expertise in the core platform and the case and change management system.
Lead the seamless implementation of add-on and third-party solutions, ensuring minimal disruption to existing credit union operations. Provide expert research and service-oriented support, offering insightful and accurate responses with guidance from the team.
Design, document, and execute rigorous test plans to uphold quality standards and verify that all requirements are met. Thoroughly document test results and oversee the seamless transition of changes into production in accordance with internal processes.
Effectively track and manage project progress within the case and change management system, ensuring full visibility and alignment both internally and externally. Organize assignments strategically to meet or exceed delivery expectations with direction from team members and leadership.
Serve as a trusted advisor to credit union clients by proactively identifying opportunities for process improvements, efficiency gains, and system optimizations.
Facilitate clear and proactive communication with clients, internal teams, and third-party vendors to ensure alignment on project goals, timelines, and expectations.
Maintain comprehensive and up-to-date documentation of business requirements, workflows, and system modifications to support ongoing knowledge sharing and future enhancements.
Stay current on industry trends, regulatory requirements, and evolving technology solutions to make informed recommendations that align with credit union needs and objectives.
Contribute to continuous improvement initiatives by sharing insights, lessons learned, and feedback on processes, tools, and methodologies used within the team.

Required Skills & Knowledge

Open-mindedness and the ability to accept guidance from management and teammates while also contributing ideas and insights to drive continuous improvement.
Strong analytical and problem-solving skills to assess client needs, troubleshoot issues, and recommend optimal solutions.
Proficiency with standard PC programs and functions, as well as the ability to quickly learn and adapt to new software, systems, and tools.
Excellent verbal and written communication skills to effectively convey complex information to clients, internal teams, and third-party vendors.
High-level organizational skills for managing multiple projects, priorities, and deadlines with accuracy and efficiency.
Ability to work independently and collaboratively in a fast-paced, dynamic environment, ensuring alignment with both internal and external stakeholders.
Adaptability to changing priorities, evolving client needs, and emerging industry trends while maintaining a solutions-oriented mindset.
Willingness to learn new concepts, expand technical knowledge, and stay informed about industry regulations and best practices.
Critical thinking skills to evaluate business requirements, identify process improvements, and implement effective solutions that align with credit union objectives.

Enthusiasm for seeking out new challenges, exploring opportunities for innovation, and contributing to the overall success of the team and clients.

Synergent

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