ETS Analyst I (Voice Services)

Navy Federal Credit Union • Full-time • Vienna, VA, US • $29 - $44 / hour • 11h ago

Overview

The Analyst is a problem solver in their area and is focused on assessing a problem or business need and executing a means to fix it, improve it or manage it.

To analyze and administer Voice Services systems associated subsystems and equipment, including planning and implementing systems/software upgrades, and conducting programming and configuration changes.

Responsibilities

1. Analysis and Research

Investigate operational or business problems and propose solutions
Ensure compliance with Navy Federal Credit Union ETS standards and best practices
Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting the findings
Present complete and organized documentation of processes, systems, and data
Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes

2. Process Definition

Define the core work definitions / operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
Leverage consistent templates, tools and organizational strategy to define ETS processes and ensure practices and processes are standardized and repeatable
Drive industry benchmarking regarding best practices and continuous improvement

3. Process Improvement

Identify and champions opportunities for new and/or improved processes
Separates and combines tasks into efficient workflow to improve operations and overall performance of supported processes
Participate in efforts to build the short and long-term infrastructure of the respective business domain knowledge
Provide input into best practices for the respective business area
Assist with evaluating and recommending changes to standard Navy Federal templates and methodologies
Learns, remains current on, and communicates best practices and trends in business and technology

4. Business Area Focus

Serve as liaison and / or subject matter expert in respective business area
Collaborate constructively with peers, business units and/or project teams, and vendors to ensure business needs are fully communicated, documented and satisfied

5. Communication

Provide consistent, concise, relevant, reliable and timely information to all appropriate internal and external audiences/stakeholders through a variety of media
Ensures accuracy of information to enable effective business decisions
Frame message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience
Seek input from audience; confirm checks understanding; presents message in different ways to enhance understanding

6. Voice Services Analysis Responsibilities

Plan, implement, operate and maintain Navy Federal’s Voice Services and associated subsystems and equipment. Program system software, monitor system performance and make recommendations to improve system performance and lower costs. (at advanced levels)
Conduct detailed system analysis and develop procedures for system management.
Customize and administer Voice related software applications management to include planning and implementing upgrades, system configuration management, programming, and maintaining system through all phases of system software/hardware life cycles.
Research, analyze, and resolve problems and system events, issues and/or program deficiencies
Provide consulting, support services and training to customers (internal business groups)

7. Performs other related duties as assigned

Qualifications

Bachelor’s Degree in a related field, or the equivalent combination of education, training and experience
1- 3 years of Cisco CUCM programming experience
Strong knowledge of Voice circuits, ARS analysis and AT& T Business direct and Route-it.
Experience with Unimax UC management and Calero VeraSmart call accounting software.
Ability to work and collaborate with all levels of management, staff and vendors
Ability to present findings and conclusions clearly and concisely
Ability to exercise initiative, produce desired results and achieve objectives
Experience that demonstrates knowledge and skill in domain area
Effective planning and organizational skills
Effective research, analytical, and problem solving skills
Effective verbal, written and interpersonal communication skills, including skill in in negotiating and persuading others
Experience that demonstrates knowledge and understanding of Voice and Data communication concepts, installation and maintenance
Knowledge of Telephony Communications via Analog and Digital transmissions

Levelers:

Level 1

Applies general professional-level knowledge and principals of function to solve problems requiring the identification and analysis of non-routine factors
Typically assigned to small projects or a phase of a larger project
Carries out routine and semi-routine tasks
Follows established policies, procedures, and/or methodologies as required for analyst role
Works closely with resource manager for guidance and supervision
Receives guidance or expertise from supervisor or higher-level staff.
Demonstrates knowledge of analysis techniques and concepts
Basic experience in IT solution creation and delivery with increased business intelligence
Ability to apply sound judgment in analyzing and organizing problems
Effective interpersonal, verbal, and written communication skills
Developing understanding of the systems development life cycle
Ability to exercise initiative, produced desired results, and achieves objectives
Experience using MS Office products
Experience that demonstrates knowledge and understanding of tools and techniques necessary for the position

Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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