Job Details

Western Alliance Bank
  • Position Number: 2084657
  • Location: Chandler, AZ
  • Position Type: Computer and Information Technology

Technical Onboarding Analyst - Customer Experience

What you'll do:
This position is responsible for understanding customer usage and needs relative to AAB applications/systems and providing technical support for AAB applications. Responsibilities include design, development, support, and maintenance of AAB applications/systems. The position works closely with division leadership, sales officers, Operations and directly with clients to evaluate/develop features/enhancement and drive adoption. Position is responsible for system rollouts and/or migrations, and training staff and clients.

The position provides AAB leadership with analysis and recommendations to improve and enhance applications/system. Additionally, ensuring all systems support the needs of our customers, Operations and Sales team, while always maintaining a balance of efficiency, product feature functionality and compliance/control.

Communicates across organizational units within IT and with managers and functional administrators in support of the execution of the technology. The employee participates in application development activities.

What we are looking for:
Duties and Responsibilities
  • Serves as second level support and subject matter expert for HOA Bankers, sales officers and clients.
  • Serve as liaison between clients and technical support staff for administrative systems
  • Drive implementation/migration and adoption of systems.
  • Document and complete User Acceptance testing of all systems; ensure stability of applications prior to deployment.
  • Develop and oversee on-going training program for new and experienced users of systems
  • Develop understanding of development process/needs.
  • Maintain regular interaction with development engineers, clients, sales officers and bankers to ensure best support of the systems
  • Develop training programs and guides. Administer training programs.
  • Works closely with product manager while maintaining efficiency of operations and responsibility of implementing new processes in support of each release.
  • When administrative systems projects are being considered:
    1. Develop needs analyses of potential projects, identify potential solutions and vendors, create requests for proposals, coordinate evaluation of proposals, and facilitate decisions.
    2. Prepare project scope and develop project plans, including project tasks, resource allocation, timelines, and deliverables.
    3. Design and carry out implementation process. Anticipate problems and resolve issues where conflicting needs and solutions surface.
    4. Revise plans and process as needed to respond to unanticipated problems, and minimize negative consequences to priority needs.
  • Requirements
  • Bachelor's degree or significant experience/knowledge of Information Technologies or an equivalent combination of experience, education, and training is strongly desired.
  • Strong working knowledge of online payment systems, payment processing, integration with API's and cloud environments with experience in system upgrade projects is required.
  • Certified Project Manager or a minimum of 1 year (2 years preferred) experience (documented) in writing IT development stories (Agile preferred) and working in an Agile or similar environment.
  • Ability to collaborate across multiple functional disciplines
  • Understanding of system development
  • Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management.
  • Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries.

    Benefits you'll love:
    We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, paid vacation and excused absence time, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

    About the company:
    Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.

    To apply, visit: https://westernalliancebank.wd5.myworkdayjobs.com/WAB/job/Chandler-AZ/Technical-Onboarding-Analyst---Customer-Experience_R1359

    Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email recruiter@westernalliancebank.com or call (702) 252-6257.

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