Our Client, a Banking company, is looking for a Process Analyst III for their Moncton, NB/ Hybrid location. Responsibilities: + We are seeking a Process Analyst to serve as the subject matter expert (SME) and primary support contact for a key reconciliation process, and to be the face of the team and face of the process from a user support perspective. + This role will be responsible for taking the lead on user inquiries, maintaining an internal issue tracker, developing training materials, and supporting the expansion of the process within as it grows within client Finance. + The ideal candidate is a strong communicator, proactive problem solver, and team player who can juggle multiple priorities effectively. + User Support & SME Responsibilities + Act as the champion and primary monitor of the user support channels. + Respond to all incoming questions, providing expert guidance and solutions. + Collaborate with internal teams to resolve complex issues when needed. Issue Tracking & Resolution + Maintain and update an issue tracker based on user inquiries. + Identify trends and recurring pain points to proactively enhance system functionality and user experience. + Provide monthly insights to the Manager, based on issue tracker data. Training Material Development + Develop Standard Operating Procedures (SOPs), quick reference guides, and short instructional videos to support users. + Refine training content based on user feedback and ensuring all materials are clear, concise, and aligned with evolving system requirements. Training Coordination & User Onboarding + Assist in the onboarding of new teams and users as the scope of the reconciliation process expands. + Support the planning and execution of training sessions, ensuring smooth delivery. Process Improvements & Ad-Hoc Support + Proactively suggest process improvements and enhancements to optimize system efficiency and user experience. + Support ad-hoc assignments and initiatives as a key member of the team. Requirements: + Excellent communication & customer service skills – ability to explain complex topics clearly and professionally. + Quick learner with the ability to adapt to new systems and processes efficiently. + Strong organizational & multitasking skills – ability to prioritize tasks and manage multiple responsibilities. + Problem-solving mindset – proactive in identifying and addressing issues. + Team player – collaborates effectively with cross-functional teams. + Process improvement mindset – identifies opportunities to streamline and enhance workflows. + MS Office (Word / PPT / Excel ) + Presentation skills / training materials + Fi industry + Project management lifecycle + Advanced MS Office (i.e., Outlook, Excel, PowerPoint, Word) Yes + Years of experience: 5-7ys Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.