Employee Benefit Operations Technical Analyst

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Act as liaison between client area and technical organization by planning, conducting, and completing analyses of moderately complex business problems. Provide application level support and assistance to identify and evaluate related processes and procedures to create solutions that are cost-effective, meet business requirements, and fulfill client needs. Assist with Unit Testing and User Acceptance Testing for proposed solutions. Coordinate with Support Team members to ensure no conflicts with existing processes. Work with user groups to provide training, resolve questions, assess user needs and recommend changes, keeping within guidelines and regulations for the retirement industry. Provide ongoing support of Defined Contribution and Defined Benefits recordkeeping platform and related ancillary systems including voice, web, and trading applications.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.

1. Review incoming requests to determine which group works on them (Security, Application, Enhancement, Correction, Payroll), and assign to specific resource, reject incomplete requests.
2. Immediately work on security tickets for internal and external users.
3. Work on Import Definition Files (IDF) for PlanConvert.
4. Work with OmniPlus to assist end users with resolving problems and improving processes.
5. Work with team members to ensure solutions fit into existing framework.
6. Assist with end user and system support including research, problem solving, and adjustment processing as requested.
7. Assist in plan control changes including fund changes, source additions, plan mergers or splits, as needed.
8. Assist administrative teams in the development of supported solutions for more efficient workflow with a concentration on quality control.
9. Control phone and web applications behavior for custom plan features using custom programming tools.
10. Assist with daily participant statement processing.
11. Update and support Personal Rates of Return for record keeping participants on the phone and web systems.
12. Keep system and procedural documentation up to date.
13. Work on special projects to extend functionality of product line.
14. Serve on task forces for mergers, conversions, and integration teams as assigned.

Required Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree or equivalent education and related training
2. One year of experience in an end user support role or relevant experience
3. Familiarity with web-based applications and interfaces
4. Familiarity with change management processes and the ability to follow Change Management Request (CMR) processes
5. Effective written and verbal communication skills
6. Above average multi-tasking skills and the ability to reassess priorities to meet deadlines and maintain appropriate levels of system/user support
7. Ability to travel and work irregular hours to meet deadlines

Desired Skills:
1. Experience in recordkeeping, account administration, and processing transactions and corrections in SunGard OmniPlus system
2. Ability to effectively communicate with a customer and provide excellent customer service
3. Demonstrated problem solving skills, including the ability to determine root cause
4. Demonstrated interpersonal skills to relate effectively with all levels of employees and customers

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.