Overview
The Employee Productivity and Collaboration Services team ensures that Navy Federal Credit Union has the tools they need to be productive and collaborate any place, any time, anywhere. That means identifying applications for onboarding, providing communication and training for using them, assisting with access or help, managing app changes or releases, and overseeing performance and support. We work with various Information Services Department teams who help us behind the scenes to deliver this functionality to the organization.
Candidates should have experience reviewing and visualizing large data sets. From this raw data, the candidate should be able to provide root cause analysis and identify key user trends. Considering this data, they can recommend and provide solutions to meet key business objectives. Our Summer Associate will identify training and learning opportunities based on support requests to improve internal processes. They will leverage ServiceNow and Microsoft 365 (M365) applications to see trends and make recommendations to improve operations.
Potential projects include analyzing data and trends to identify areas of improvement and opportunity and then providing recommendations on ways to influence decision-makers. Users can manage many elements of M365; however, users request assistance from the Employee Productivity and Collaboration Services team to support these efforts. Our Summer Associate will improve these internal processes with our customers. The candidate will dedicate their time to reducing ServiceNow submissions with end-user education. Areas of focus include data analysis, process improvement, and end-user education.
The Summer Associate Program is a 12-week internship program beginning in May 2024 and ending in August 2024. Students will work on impactful projects and meaningful work during their internship. To qualify for this position, applicants must be currently pursuing a degree from an accredited college or university and have an anticipated graduation date of December 2024 or later.
Responsibilities
The Summer Associate Graduate Intern will work in a flexible hybrid manner and report to leadership at our Pensacola, FL campus. During this internship, the candidate will determine how, who, and what should be educated regarding M365-related MyIT submissions to empower users to explore self-service.
The candidate will:
Review customer ticket submission data from ServiceNow
Determine the appropriateness of ticket validity and accuracy
Quantify how many incidents are -true- incidents and which could be catalog requests or self-service instead
Determine trends in submission
Identify areas of confusion for users
Interview team members and customers for recommendations and ideas
Provide recommendations to improve request and incident submission that focus on user experience
Enact at least one of their training or change management recommendations
Establish a way to measure success and long-term impact
Present data to the team and executive leadership
Qualifications
Required skills:
Currently pursuing a master's degree in Instructional Design, Marketing, or other related field
Experience with research, analysis, and data manipulation
Proficiency with data visualization
Practice working and learning in a virtual or hybrid environment
Experience in generating requirement documentation and needs analyses
Good communication and presentation skills
Comfort working with large datasets and telling stories with data
Ability to work independently and think outside of the box
Strong strategic, critical, and analytical thinking skills
Proficiency with Microsoft products
Desired skills:
Knowledge of SharePoint (2016, 2019, SPO)
Familiarity with task-tracking tools (ADO, Asana, Jira, etc.)
Familiarity with Incident Ticket Management systems (ServiceNow, Remedy, Jira, etc.)
Hours: Monday - Friday, 8:00 AM - 4:30 PM
Location: Remote | 5550 Heritage Oaks Dr Pensacola, FL 32526 | 820 Follin Lane, Vienna, VA 22180 | 141 Security Dr. Winchester, VA 22602
Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report onsite 4-16 days each month. The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and onboarding process.
About Us
You have goals, dreams, hobbies, and things you're passionate about-what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family, and passions. And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:
- Military Times 2022 Best for Vets Employers
- WayUp Top 100 Internship Programs
- ForbesR 2022 The Best Employers for New Grads
- Fortune Best Workplaces for Women
- Fortune 100 Best Companies to Work ForR
- ComputerworldR Best Places to Work in IT
- Ripplematch Campus Forward Award - Excellence in Early Career Hiring
- Fortune Best Place to Work for Financial and Insurance Services
Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
REQNUMBER: 14036-OTHLOC-300000025800044
