Why USAA?
Let's do something that really matters.
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!
The Opportunity
As a dedicated Executive Team (ETeam) IT Support/IT Systems Analyst - Mid Level , you will be part of the Executive Team, ETeam, within Workforce Digital Services. ETeam members provide front-line technical support and advice (both in-person and remotely) for USAA Board of Directors (BoD), Executive Council (EC) members, and their support staffs. They help facilitate or provide technical support for BoD/EC on-site or off-site meetings. They work with internal technical teams to deliver the technical needs of these customers.
Provides 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 establishing, evaluating and validating technical requirements. Recommends alternatives and/or enhancements to existing technology solutions. Researches and helps resolve production issues and defects.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in San Antonio, TX location. Relocation assistance is not available for this position.
What you'll do:
Facilitates the analysis and design of technology solutions supporting IT delivery functions to ensure business needs are met.
Drives the gathering of technical requirements using interviews, requirements workshops, surveys, business process analysis, use cases scenarios, task inquiry and workflow analyses.
Participates in analysis and verification of technical requirements for completeness, consistency, comprehensibility, feasibility and conformance to standards.
Facilitates traceability of approved and base lined artifacts throughout the solution development life cycle to include specifications, design, development, testing, implementation and defect prioritization.
Collaborates with quality assurance resources and domain experts to establish the testing approach including usability and performance needs.
Assists quality assurance leads with the planning and review of test artifacts.
Facilitates clarification and active participation in defect management activities to confirm requirements are being met.
Handles change control activities for affected system artifacts.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
Bachelor's degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
4 years of related experience such as continuous process improvement, project management, business/requirements, and analysis, and/or technical analysis.
Knowledge of multiple solution delivery life cycles.
Knowledge of business productivity products, tools, and applications.
Understanding of system architecture and knowledge of solution development concepts.
Knowledge of multiple solution delivery life cycles (Waterfall and Agile) as well as experience or knowledge of modeling techniques (e.g. UML) and use case development.
What sets you apart:
2+ years of IT support/analysis experience specifically in troubleshooting hardware and software, application training and overall incident ownership and management.
Experience working in support of desk side and remote services; preferably with focus on supporting Executive\VIP levels and their assistants.
Experience with resolving technology issues on windows, mac, and iOS devices
Experience installing, fixing, and supporting AV technology, including common software platforms such as Zoom, Teams, WebEx and hardware such as large-screen displays, projectors, microphones, DSPs, and in-ceiling speakers; and technology provided by Crestron, Logitech, and Shure.
Advanced working knowledge of business productivity products, tools, and applications.
Demonstrated experience operating in a dynamic, high-stress, highly confidential environment.
Exceptional written, verbal, presentation, communication, and interpersonal skills, with solid attention to detail.
Some travel required; will need to work some flexible hours, including 24x7 availability when on-call.
On-call rotation and travel is required for this position;
Hours need to be flexible to provide support for when customer meetings occur; meetings the team support typically start at 7:00 am and typically end around 5:30 pm - sometimes can be 6AM or 7PM or later depending on the event.
All team members participate in a 7 am Zoom call to review the support calendar for the day.
Team rotates doing 6 am equipment testing on Mondays
Team rotates early and late shifts; early shift start at 7 am, late shift end at 5:30 pm
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.
What we offer:
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 data of the position. The actual salary for this role may vary by location. The salary range for this position is: $71,490.00 - $128,740.00 .
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
