Heather Venegas

Position encompasses all job duties listed under 'Systems Analyst II, Enterprise Solutions,' with the addition of:

• Manage team of 3 System Analysts (core systems supported: DNA and Oracle), with an average ticket intake of 45/month and Change Management submissions of 9/month.
• Assume escalations of complex technical issues; research, and analyze data to make informed management decisions.
• Responsible for high-priority enterprise deliverables regarding core system DNA, ensuring work is completed timely and accurately.
• Establish employee performance goals and meet weekly to discuss progress. Conduct quarterly and yearly reviews.
• Cross-train and mentor employees to enhance team performance and encourage professional growth.
• Host monthly stakeholder meetings to collaborate on current issues and projects, and ensure SLAs are met.
• Ensure operational and regulatory audits are completed timely, and policies/procedures are updated within expected guidelines.
• Oversee front-end system access requests for DNA, approximately 1300 users; review and approve job based access and exceptions through thorough risk assessment.

• Triage, troubleshoot, consult, and resolve technical system issues reported by business stakeholders within DNA.
• Proactively partner with business stakeholders to analyze, recommend, facilitate testing, and implement enhancements for DNA system optimization.
• Collaborate with cross-functional teams to develop and implement system solutions for business challenges.
• Lead project intake meetings, gather business requirements, create formal requirements documentation, and coordinate resources for business-led projects.
• Facilitate user acceptance testing (UAT); assist with test plan development, test criteria, and use cases, ensuring solution is fully vetted.
• Submit vetted and tested system changes to Change Management for approvals and production implementation.
• Perform gap analysis, root cause analysis, and process mapping activities to recommend applicable business solutions.
• Ability to manage multiple projects/initiatives in a fast-paced environment and prioritize tasks to reach milestones timely and efficiently.
• Provide technical and testing support throughout key life cycle system upgrades within DNA and Oracle.
• Administer and maintain front-end core system user access profiles based on job title and job duties.
• Train new team members on system processes and procedures, ensuring consistent quality of work.

• Review and process deposit product applications submitted through digital online channel.
• Professionally communicate new account details to members electronically.
• Identify potential red flags within applications and follow escalation guidelines.
• Assist Contact Center Representatives with system application-related issues/questions; troubleshoot and resolve or escalate as required.
• Collaborated with contractor to process-map current and future state life cycle of digital product application.
• Integral role in vetting, testing, and launching new digital product application.
• Created training materials and conducted training classes for colleagues on new digital product application.