Job Description

Purpose of Job

IT Systems Analyst Lead IT Service Management

We are seeking a highly qualified IT systems analyst lead for our Phoenix, AZ, San Antonio, TX, or Plano, TX facilities. This role also supports a 100% remote work from home position.

Provides SME liaising services between business and IT delivery functions for the purpose of enabling the on-boarding, enhancement and support of systems, applications and other technology solutions. Assesses evolving business requirements to include n establishing, evaluating and validating technical requirements. Recommends alternatives and/or enhancements to existing technology solutions. Researches and helps resolve production issues and defects.

Focus
Responsible for the planning and coordination of day-to-day activities required to carry out, monitor and report on the Supplier Management and Service Level Management processes within the P&C; line of business. Has decision-making authority regarding the design, modification and implementation of the processes within P&C.; Serves as an expert in the analysis of existing processes, procedures and methods to ensure and promote effective business and systems operations through standardization, improvement, simplification, discontinuance or other methods. Works with external suppliers to ensure their compliance to the processes. Provides input to IT management for forecasting costs and benefits related to process improvement goals.

Responsibilities
Manages compliance with the procedures, data models, policies, and technologies associated with the Supplier Management and Service Level Management processes within the P&C; line of business.
Plans and coordinates the activities required to perform, monitor, and report on the processes.
Monitors progress towards meeting Key Performance Indicator targets and acts as needed to close gaps in target attainment.
Owns the processes and supporting documentation for the processes within P&C;, including process policies, standard operating procedures, Wiki pages and training material.
Helps to identify service requirements for both internal services and third-party services.
Works with enterprise counterparts to identify service performance metrics and monitoring/reporting solutions for contractual purposes.
Helps to design and communicate service onboarding toolkits, checklists and contractual language.
Works with enterprise service management tool owners to tailor customized solutions that align to contractual and/or agreed-to targets for SLAs, OLAs and Underpinning Contracts.
Establishes continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For, and we've ranked among Victory Media's Top 10 Military Friendly Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.

USAA Careers - Award Winning Workplace (17 seconds)

USAA Careers World Class Benefits (31 seconds)

Tasks and Responsibilities:

* Identifies and manages existing and emerging risks that stem from business activities and the job role.
* Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
* Follows written risk and compliance policies and procedures for business activities.
* Serves as the primary conduit between IT delivery functions and the business functions through which their technical requirements flow.
* Actively contributes to successful delivery by partnering with Program Management to understand and drive plans for strategy, transformation and operations.
* Accountable for ensuring readiness of scope, business goals and objectives prior to project initiation.
* Delivers coaching, mentoring and just-in-time training to team members through quality reviews and observation.
* Collaborates with IT function Architects on road maps and upgrade strategies.
* Performs high-level analyses on technical topics for pre-project and project topics.
* Supports Project Management and Practice leads with policy, procedures, and governance.
* Participates in process improvement initiatives in support of project strategy efforts.
* Serves as Voice of the Customer for Analyst community.
* Leads innovative opportunities to improve efficiency and productivity for the Analyst role.
* Identifies gaps and provides technical expertise in business requirements for system functional specifications and scales new and current systems, processes and procedures in a cost-effective manner.

Minimum Education & Experience:

* Bachelors Degree; 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
* 8 years of experience in business and/or project management, business/system requirements and technical analysis.
* Expert knowledge of multiple solution delivery life cycles and Business Management methodologies (Waterfall and Agile)
* Expert working knowledge of business productivity products, tools and applications.
* Subject matter expert understanding of system architecture and knowledge of solution development concepts.
* Extensive experience in requirements management, from conception definition to implementation.
* Extensive experience with modeling techniques (e.g. UML) and use case development as well as experience with one or more software development frameworks.

*Qualifications may warrant placement in a different job level*

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Preferred Skills:

* ITIL Foundations certification. ITIL Practitioner or Expert certification preferred.
* Experience with ServiceNow preferred.
* Experience with Supplier Management and Service Level Management preferred.

Compensation:

USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $97,200 - $175,000 *(this does not include geographic differential it may be applied based on your work location).

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.

Benefits:

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

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USAA Total Rewards

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

Relocation assistance is available for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement) or must have managers approval prior to posting.

Last day for internal candidates to apply to the opening is 2/4/21 by 11:59 pm CST time.