IT Application Support Change Analyst

Atlanta, GA

At Bibby Financial Services, Inc., we're a fast-growing company with an exciting opportunity for you to grow with us! As part of the 200-year-old Bibby Line Group, we are an independent international financial services firm with offices in 13 countries. If you are looking for a stable company, that has years of experience in the financial industry sector and sees employees as their biggest asset than you are in the right place. At BFS, we provide our employees with the right environment, role, and tools to deliver excellence and quality in everything we do.  We provide an extensive range of benefits to our employees, including:   
  • Vacation, sick and personal days plus 11 paid holidays.
  • Medical, dental and vision insurance.
  • A 401k plan with a company match.
  •  Corporate matching on employee’s fundraising for charitable causes through our ‘Giving Something Back’ program.

Are you hungry for a change and ready to get to the next level of your career?

Purpose

  • The position requires a solid Salesforce.com (SFDC) administrator background.
  • The Applications Change Analyst will be pivotal in the design and build of the SFDC applications, working with colleagues in IT Services, Change and Operations to ensure the required solutions are delivered into service.
  • Lead the actual application configuration (including updating of internal support material).
  • Develop solutions within SFDC to meet both BAU defects and Change initiatives.
  • Simultaneously work on separate projects / developments for SFDC, ensuring each can be delivered without any implication or inter-reliance on the other.
  • Be a central point of knowledge on the way the SFDC is used and configured within BFS – focusing on the US application estate.
  • Support the senior change analyst in collaborating with suppliers over current and future enhancements and directions for their products and providing overall management and oversight to the supplier change process.
  • Undertake initial impact assessments and suitability reviews on supplier developments to SFDC.  The reviews will specifically focus on the impact of these changes to the US estate and business model.
  • Provide end to end user instructions and support to resolve application issues.
  • Provide consultancy and advice to business, IT and project stakeholders and input to future design and strategy decisions.
  • Work with the ITS Operations service managers to manage the support provision from the suppliers – ensuring regular reviews of performance against SLA and appropriate remediation actions to address any shortcomings.
  • Work with the ITS Operations service managers  to support incident and problem management processes.

Qualifications

  • Proven ability to design and optimize business processes to integrate business processes across systems.
  • 4+ years’ experience in Salesforce.com development and deployment.
  • Experienced with building and implementing SFDC.  This must include profiles, roles, security, workflows, validation rules, customer objects, reports and dashboards.
  • Administration experience in Salesforce.com and associated systems with handling system maintenance and customization, user training and adoption
  • Understanding Saleforce.com platform and services (including App Exchange).
  • Ability to work in a fluid business environment and adapt to changing priorities.
  • A pro-active approach and proven track record of facilitating change.
  • Experience working in a change management environment and applying change governance and controls, including Release Management encompassing Acceptance in to Service.
  • An ability to communicate clearly.
  • Strong organisational skills and the ability to effectively manage own work and track dependencies with others.
  • Educated to degree level (or equivalent professional qualification).
  • Must be willing to undertake regular (quarterly) travel to UK.
  • Understanding of the ITIL framework and capabilities in incident and Problem Management, Service Management and Management of the overall service to key customers.
  • Experience of working with Asset Based Lending Products.

 

Job Description

  • Application Knowledge – Develop and maintain a strong understanding of the functionality of the systems, the way they are configured and used by all of the Bibby offices across USA, the timing and criticality of the interfaces and the way the BFS products are set-up
  • Application Documentation – Maintain an application knowledge base and create and appropriate documentation for support and change work
  • Stakeholder Management  - Establish and maintain effective relationships and communication channels with key business stakeholders and ensure that application service provision continues to meet the ongoing needs of the business teams
  • Communications – Communicate in pro-active and open manner with all internal and external stakeholders and share knowledge and information as appropriate
  • Small Change Process – Formulate and assess ideas for change with the business and input into prioritisation, impact analysis, estimates and scheduling – ensuring consistency across the user base
  • Change Facilitation – Work with business and IT stakeholders and suppliers to progress fixes, enhancements and maintenance updates in an efficient and well governed manner
  • Change Analysis – Provide expertise and consultancy to project teams undertaking changes on the systems and provide assistance in drawing up change requirements
  • Change Delivery – Work with the wider Application support and business change teams and suppliers to design, specify and test changes to the reports and software
  • Implementation Support – Support the implementation of application changes and associated updates into the live environment and ensure this is done in a controlled manner with appropriate communications and risk assessments
  • Application Administration - Manage configuration for new products, new Bibby offices, new developments and new or amended user roles and support other configuration requirements
  • Supplier Management  - Manage the overall provision of change services from the application suppliers and work with service managers and project managers to address issues and conflicts
  • Training and Advice – Provide general advice and consultancy to those using the systems and supporting teams such as Training, Communications, Marketing
  • Strategic Direction – Work with the architecture and business analysis teams to create and maintain a strategic roadmap for the systems and how they are developed and used by business teams going forwards
  • Issue Resolution - Assist the support teams and other application specialists in resolving complex or global issues and addressing training needs
  • Issue Escalation - Communicate cross business impacts and escalate and escalate general concerns and risks where required
  • Issue Management – Track on-going functional issues or challenges with the systems and work with business and IT stakeholders and suppliers to determine the required changes
  • Continuous Improvement – Continuously seek to improve on previous levels of delivery or performance and seek to improve processes and ways of working to address issues and increase efficiency and effectiveness
  • Any other duties or projects commensurate with the level of responsibility of this role, for which the role holder has the necessary experience and/or training


Key Skills

  • Commercial Awareness- Keeps up to date with business (Asset Based Lending) and market trends and demonstrates financial understanding.  Is aware of market competition developments.
  • Analytical - Analyses numerical and verbal data, probes for further information to translate findings into solutions to requirements.
  • Excellent Communicator - Maintains high level professional conduct with internal and external customers via face to face, on the phone, on email and in written communication.  Has the ability to adapt the communication content and tone to suit the audience.
  • Planning - Plans activities in advance, sets clearly defined objectives, monitors performance.
  • Customer Service - Builds relationships, provides excellent customer service and understands needs of customers and colleagues.
  • Attention to Detail - Meticulous and thorough in ensuring all work produced is accurate.

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