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Problem Analyst

Company: Umpqua Bank
Location: Spokane
Posted on: May 17, 2019

Job Description:

JOB PURPOSE As a Problem Analyst you are responsible for managing the lifecycle of all problems along with end-to-end management of problem investigations by facilitating root cause investigations and progressing the implementation of corrective and preventative measures. As an Analyst, you will work within the ITIL Problem Management model to identify trends or potential problems to prevent, minimize impact, and ideally eliminate incidents from occurring. They will need to perform data mining, diagnose and troubleshoot possible root cause across broad range of technology platforms and applications, ensure proper change procedures are followed, conduct validation testing of resolution, report solution to impacted units, and update any technical procedures or documentation. The Analyst needs to be self-motivated, dynamic team member to collaborate with a wide audience, strong time management skills, and ability to facilitate during and post problems reviews. ESSENTIAL DUTIES AND RESPONSIBILITIES - Responsible for evaluating the internal technical needs of an organization and recommending solutions. - Responsible for serving as liaisons between business stakeholders and internal or vendor development resources to create enhancements or fixes based on business needs. - Develop the system and functional requirements. - Responsible for assessing available technologies to create development specifications as well as detailed test cases. - Analyze release notes to assist business owners and stakeholders in deciding on how new functionality might be used. - Assist with testing and analyze results. - Partner with end users to identify, evaluate, and communicate system incidents to appropriate technical resources for resolution. - Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. - Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. - Maintain a working knowledge of Bank's written policies and procedures regarding - Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. - May be asked to coach, mentor, or train others and teach coursework as subject matter expert. - Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. - Takes personal initiative and is a positive example for others to emulate. - - Embraces our vision to become "The World's Greatest Bank." - - May perform other duties as assigned. SUPERVISORY RESPONSIBILITIES None REQUIRED KNOWLEDGE, SKILLS AND ABILITIES - High School Diploma or GED. - Bachelor's Degree in IT, MIS, Finance, Business or related field preferred. - Cisco, Microsoft, CompTIA, ITIL - 1-3 years of technical bank operations experience. - Knowledge of project management with Microsoft Project, bank operations, HR systems (as applicable), bank products, and mortgage, installment, and commercial loans. Extensive familiarity with financial institution computer and operating system features and third party products. - 4-6 years In a ITIL based role such as Service Desk, Incident, Problem and/or Change Management. - Knowledge of user acceptance testing methodologies, principles, and practices of process development and implementation along with comprehensive banking/business unit system, software, and applications. - In Microsoft Operating Systems and Computer Management tools, Microsoft applications, networking systems, SCCM, workstation remote tools, WireShark, Process Monitor, Process Explorer, HTTP Watch, NetPath, DynaTrace, and overall enterprise architecture.. - Extensive verbal and written communication skills for a variety of audiences (both technical and non-technical). Ability to analyze problems of a technical nature with high accuracy and attention to detail. Ability to accurately document problems and resolutions. - Possess a high level of analytical ability to understand sophisticated programs/systems for resolving business problems. Ability to respond promptly to customer needs. Ability to handle difficult or emotional customer situations. - Ability to set goals and objectives, prioritize and plan work activities using time effectively, meet deadlines and commitments, and work independently with little or no directional guidelines from manager. PHYSICAL AND ENVIRONMENTAL DEMANDS - Office environment no specific or unusual physical or environmental demands. - Limited travel. No relocation offered. About Us We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. It's no wonder we've made "Fortune's 100 Best Companies to Work For" eight years in a row. But greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank. Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

Keywords: Umpqua Bank, Spokane , Problem Analyst, Professions , Spokane, Washington

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