Member Service Systems Analyst

DBQ Operations | Voices, 1000 Jackson St, Dubuque, IA 52001, USA

The Member Service Systems Analyst serves as a subject matter expert for member service business systems used throughout the organization, ensuring that system capabilities, configurations, enhancements, and integrations align with operational needs, regulatory requirements, and organizational objectives. This role partners with cross‑functional teams to optimize business processes, identify opportunities for automation, support system governance, develop training and documentation, and drive continuous improvement initiatives that enhance efficiency, accuracy, compliance, and the overall member and employee experience.

• Serve as the subject matter expert and administrator for member service business systems used throughout the organization, maintaining deep knowledge of system capabilities, configurations, integrations, and their operational impact.
• Oversee system performance, configuration, and security for these platforms as it relates to operations.
• Monitor system health and data integrity, coordinating with IT and vendors for issue resolution and optimization.
• Collaborate with business units to gather requirements and design solutions that improve efficiency, compliance, and user experience.
• Translate operational needs into technical requirements and ensure effective implementation.

• Design, configure, and maintain system workflows, forms, and user interfaces.
• Identify opportunities for system optimization and automation within business systems.
• Develop and generate reports or dashboards to provide insights into system usage and performance.

• Develop and maintain documentation for system usage, configurations, workflows, and standards.
• Provide end‑user support and training across departments for business systems.
• Support onboarding and ongoing education for users.

• Ensure compliance with document retention, audit, and security policies.
• Manage user access and roles, ensuring proper permissions and adherence to internal policies.
• Lead or support projects involving system upgrades, integrations, and enhancements.
• Participate in vendor communications, user groups, and training to stay current on platform capabilities and best practices.

• Perform other duties as assigned.

• Bachelor’s degree in related field or equivalent experience.
• 3+ years of related experience required in business systems, analytics, or ECM administration.
• Ability to self‑motivate and work independently.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with both technical and non‑technical stakeholders.
• Strong ability to problem‑solve and troubleshoot, with an aptitude for learning new technologies.
• Familiarity with testing both mobile apps and web‑based software.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.