Principal Process and Business Analyst

The Principal Process and Business Analyst plays a critical role in shaping Technology Credit Union’s (Tech CU) enterprise approach to process optimization, knowledge management, business requirements, and user acceptance testing governance. This role serves as the functional owner for Tech CU’s process catalog and knowledge management strategy, ensuring that Tech CU’s people, processes, systems, and data are aligned to deliver efficient, member-centric services. The incumbent acts as a bridge between business stakeholders, technical teams, and vendors, and helps shape solutions that improve operational performance, enhance knowledge sharing, and create a culture of continuous learning and innovation.

Essential Duties

Enterprise Knowledge Management (KM)

• Maintains and enhances the enterprise process catalog in partnership with the lines of business and the enterprise risk management team.
• Participates in KM Strategy discussions, vendor evaluations, RFP processes, and contract negotiations including providing requirements and evaluation criteria.
• Designs, implements, and maintains a KM framework that captures, organizes, and makes business policies, procedures, job aids, FAQs, and best practices are centrally available, well-maintained, and consistently adopted.
• Partners with IT and vendor teams to integrate KM systems with chatbots, member self-service portals, and employee tools, ensuring a seamless experience across channels.
• Establishes governance for KM content lifecycle (creation, approval, versioning, archiving) and drives adoption across departments.
• Defines and tracks KM KPIs (usage, adoption, accuracy, and impact on member/employee efficiency).

Business Analysis & Requirements Governance

• Contributes to the business requirements lifecycle, establishing enterprise standards for elicitation, documentation, traceability, and sign-off.
• Oversees requirements for assigned projects, ensuring alignment with enterprise goals, business owner needs, and agile project management frameworks.
• Serves as the enterprise liaison between business stakeholders, IT, and vendors, ensuring requirements translate into effective solutions.
• Governs and maintains Tech CU’s repository of business requirements, UAT artifacts, and process documentation.

User Acceptance Testing (UAT) Oversight

• Participates in defining Tech CU’s UAT governance framework and measure its effectiveness, including test planning, script creation, execution oversight, defect triage, and sign-off.
• Owns the UAT for assigned projects.

Process Optimization & Continuous Improvement

• Applies methodologies such as Lean, Six Sigma, and value stream mapping to identify inefficiencies, streamline workflows, and improve member and employee experiences.
• Program-manages company-wide process improvement opportunities and related efforts.
• Supports business units in defining process KPIs, measuring outcomes, and embedding continuous improvement practices into daily operations.

Work Schedule

• Full-time; typically, 40+ hours/week
• Flexible within core business hours, Pacific Time, M-F
• Occasional extended early morning or late evening hours, and weekends, typically with advance notice

Workplace Essentials

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate and Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education:   B.S. Degree in Business, Project Management, MIS, Computer Science, or related area (or equivalent experience).

Experience:

• 8+ years in business analysis, knowledge management, or process improvement roles.
• 5+ years designing and implementing knowledge management frameworks or platforms.
• 5+ years leading requirements management and UAT governance across complex projects.
• 3+ years applying process improvement methodologies, such as Lean, Six Sigma, DMAIC (Define, Measure, Analyze, Improve, Control), and value stream mapping.
• Familiarity with financial institution operations and systems is strongly preferred.

Knowledge/Skills/Abilities:

• Advanced expertise in knowledge management frameworks and content governance models.
• Strong business analysis and process modeling skills; able to translate complex needs into actionable solutions.
• Advanced facilitation, communication, and presentation skills across all organizational levels.
• Strong proficiency with Business Analysis (BA) and UAT tools (JIRA, Confluence, ALM, SharePoint, KM platforms).
• Solid familiarity with change management methodologies, such as ADKAR (Awareness, Desire, Knowledge, Action, Reinforcement) and Kotter, to drive adoption.
• Strong analytical skills to measure process impact and knowledge usage.
• Comfortable managing vendors, platforms, and external consultants.
• Strong knowledge of SDLC (Software Development Life Cycle) and agile practices to align process and knowledge requirements with development cycles.
• Strong analytical skills to quantify process impacts and measure knowledge usage.
• Solid ability to coach and mentor colleagues on process improvement and knowledge management best practices.

Licensing/Certifications: 

• Lean Six Sigma certification (Green or Black Belt preferred).
• Knowledge Management or Process Excellence certifications (e.g., APQC, AIIM) a plus.
• CBAP, PMI-PBA, or ISTQB certification a plus.

Travel:   May be required to periodically attend offsite training, meetings or events, typically with advance notice. 

Typical Working Conditions:  Office environment with interaction with a variety of internal and external parties.  May work remotely as determined by business need and individual performance.

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements:

• Typical office environment with frequent sitting, walking and standing.
• Ability to sit ~85% of the day.
• Ability to keyboard and read computer screen for ~65% of the time during which one is seated.
• Ability to work 40 hours per week with some weeks requiring extra hours, including weekends and evenings, to complete projects (if required).

EQUAL EMPLOYMENT OPPORTUNITY

Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• Position Grade: 108
• Salary Range: minimum-$132,000, midpoint-$160,000, maximum-$188,000
• Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.
• Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.
• Bonus Potential: Target 15% of base salary based on company and individual performance

Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals.

Tech CU offers a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO):
• Accrues at 7.08 hours per bi-weekly paycheck (approximately 23 days per year)
• Increases with length of service
• Voluntary Time Off (VTO):
• 8 hours annually for full-time employees to support charitable organizations
• Additional Benefits:
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations