Enterprise Content Management Solutions Specialist I

The position of Enterprise Content Solutions Specialist I is responsible for the first line of support for associate inquiries, requests and troubleshooting within the document management system and for learning and assisting with discovery, development, maintenance and troubleshooting opportunities within the document management system, OnBase, as related to system administration, workflow, reporting tools and application modules. The position is a learning and entry level position to the Enterprise Content Solutions Specialist II. The position reports directly to the Enterprise Content Operations Manager.

ESSENTIAL FUNCTIONS:

• Monitor and respond to inquiries, support requests, routine problem solving via all access areas such as individual email, departmental email, chat, phone, teleconference/video, and/or in-person, escalating issues as needed.

• Assist, and/or participate in training sessions for departments and associates using the same access areas listed above for all areas of document management, workflow and application modules of the document management system. May include some travel.

• Study, learn, and perform, with basic efficiency, the system administration of the document management system which includes but is not limited to the creation, development, testing, troubleshooting and regular maintenance of document type groups, document types, keywords, custom queries, workflow folders and other features necessary for document storage and retrieval.

• Work in conjunction with Project Management, along with other Departments, to bring project planning from inception to completion for document management solutions which may include but are not limited to workflow, reporting tools, and application modules.

• Assist in meetings for solution discovery and progress updates for projects and/or maintenance requests with departmental line of business owners, which may or may not include Project Management.

• Learn to create and assist with developing project profile documents detailing the project assumptions, project scope, deliverables, and specific details for solution build work. Review and seek the approval of the line of business owners.

• Learn to develop, design, build, test and troubleshoot all aspects of the document management system including but not limited to customized workflow, reporting tools and application solutions.

• Learn to create, test and assist in the maintenance of the document management system training materials, training videos and other necessary aids outside of and within a knowledge base application or similar platform.

• Document system configuration changes or major project documentation in applicable systems for SOX reporting purposes.

• Participate in other project implementations as assigned which include, but are not limited to, acquisition projects and department specific projects.

• Complete, assist, and perform maintenance assignments, as needed or scheduled by manager, in all aspects of the document management system which may include some after-hours and/or weekend work.

• Participate in Bank internal committee appointments/meetings as assigned.

• Pursue and maintain required Hyland certifications such as, but not limited to, OnBase Certified System Administrator (OCSA), OnBase Certified Workflow Administrator (OCWA) and OnBase Certified WorkView Administrator (OCWV). As available, OnBase Certified Advanced Workflow Administrator (OCAWA)

• Adhere to all levels of our Service Excellence standards.

• Complete annual compliance courses.

• Completed other training as assigned.

• Adhere specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.

• Perform other duties as required.

GENERAL QUALIFICATIONS:

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.   Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or the equivalent combination of education and experience. Work-related experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. Document management experience preferred.

• Ability to obtain and demonstrate knowledge of OnBase Certified System Administrator certificate or equivalent within 6 months of onboarding. 

• Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.

• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.

• Intermediate skills in personal computer operation, word processing, spreadsheets, web-based programs and specialty software programs.

• Basic skills in computer terminal and mainframe computer systems which include server-based access.

• Basic knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.

• Previous experience with OnBase, Zoom, Zoom Contact Center, and ServiceNow a plus.

• Additional preferred skills include customer service, project management ideals, ability to share product knowledge, quality focus, problem solving, attention to detail and documentation, conflict resolution, information analysis, and multi-tasking.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment. 

Cognitive Requirements:  Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions