Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
As a Lead IT Systems Analyst supporting the Testing Center of Excellence (TCoE), you will serve as a primary relationship manager between technology delivery organizations and the centralized testing services team. You will partner with technology leaders, delivery teams, and third-party service providers to understand testing needs, facilitate adoption of TCoE services, and ensure testing capabilities align with business priorities and delivery commitments.
This role is responsible for building strong customer relationships, managing service expectations, identifying and resolving delivery concerns, and driving continuous improvement in testing service effectiveness and customer satisfaction.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio TX or Plano TX.
Relocation assistance is not available for this position.
What you'll do:
- Serve as the primary relationship manager for assigned technology organizations, building trusted partnerships and acting as the key liaison between customers and the Testing Center of Excellence.
- Partner with technology and delivery leaders to understand testing demand, upcoming initiatives, delivery priorities, and service requirements to support effective testing capacity and resource planning.
- Facilitate onboarding and adoption of centralized testing services, ensuring customers understand service offerings, engagement processes, roles, responsibilities, and performance expectations.
- Monitor testing service delivery performance, customer satisfaction, and service-level commitments; proactively identify concerns and coordinate resolution with third-party testing providers and TCoE leadership.
- Manage customer escalations, service delivery risks, and cross-team dependencies to ensure timely resolution, clear accountability, and minimal disruption to technology delivery commitments.
- Identify opportunities to improve testing service effectiveness, customer experience, and operational efficiency through feedback, performance analysis, and continuous improvement initiatives.
- Actively contributes to successful delivery by partnering with Program Management to understand and drive plans for strategy, transformation and operations.
- Delivers coaching, mentoring and just-in-time training to team members through quality reviews and observation.
- Performs high-level analyses on technical topics for pre-project and project topics.
- Aware of and support TCOE with understanding of policy, procedures, and governance.
- Participates in process improvement initiatives in support of TCOE.
- Serves as Voice of the Customer for Analyst community.
- Leads innovative opportunities to improve efficiency and productivity for the Analyst role.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
- Bachelor's degree; OR 4 years of relevant education and/or experience.
- 6 years of experience in business and/or project management, product management, business/system requirements and technical analysis.
- Demonstrated experience managing relationships with technology delivery organizations, business stakeholders, or internal technology service customers.
- Experience coordinating technology services across multiple teams, including managing customer expectations, service delivery issues, and cross-functional dependencies.
- Working knowledge of software development and testing processes, including Agile delivery, quality assurance, and testing lifecycle activities.
- Experience supporting third-party technology service providers, including monitoring service performance, coordinating issue resolution, and supporting service-level commitments.
- Expert knowledge of multiple solution delivery life cycles and Business Management methodologies (Waterfall and Agile).
- Expert working knowledge of business productivity products, tools and applications.
- Proven understanding of system architecture and knowledge of solution development concepts.
- Experience in requirements management, from conception definition to implementation.
- Experience with modeling techniques (e.g.UML) and use case development as well as strong experience with one or more software development frameworks.
What sets you apart:
- Experience serving as a customer relationship manager, service delivery liaison, or business relationship manager within an enterprise technology or shared services organization.
- Experience supporting the implementation or adoption of a Testing Center of Excellence, centralized testing services, or other enterprise shared services capabilities.
- Demonstrated success managing complex stakeholder relationships, resolving escalated service delivery concerns, and improving customer satisfaction.
- Experience working with third-party technology service providers and using operational performance metrics to identify risks, improve service delivery, and drive continuous improvement.
- Strong communication, facilitation, problem-solving, and stakeholder management skills, with demonstrated ability to influence outcomes without direct authority.
- US military experience gained through military service or gained as a military spouse / domestic partner.
Compensation range: The salary range for this position is: $114,080 - $218,030.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
