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First Bank (FBNC) · 1 day ago

Enterprise Content Management Solutions Specialist I

Troy, NC

Full-time

Onsite

New Grad, Entry Level

First Bank (FBNC) is seeking an Enterprise Content Management Solutions Specialist I who will provide first line support for associate inquiries and troubleshooting within the document management system. The role involves learning and assisting with various aspects of the document management system, including system administration, workflow, and project management.

Asset ManagementBankingFinanceFinancial ServicesWealth Management

Responsibilities

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 incept 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

Qualification

OnBase Certified System AdministratorOnBase Certified Workflow AdministratorOnBase Certified WorkView AdministratorDocument management experienceCustomer serviceProject managementMulti-taskingInformation analysisOrganizational skillsTime managementVerbal communicationWritten communicationInterpersonal communicationActive listeningAttention to detailProblem solvingConflict resolution

Required

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

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

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

Preferred

Document management experience preferred

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