Sr. Business Analyst at Fidelity TalentSource LLC

Job Description:

Role

Partner with Agile Squads and the WI Client and Participant Services Business, you play a vital role in support of the WI Operations telephony / eServices platforms.

The Sr. Business Analyst - Platform Administration Support (PAS) actively engages in several critical initiatives for Fidelity Workplace Investing. This position will have accountability for providing data analysis and business process management ensuring stability, readiness and service provisioning for customer interaction channels.

The Sr. Business Analyst provides technical expertise and business process acumen. This role supports configuration of Genesys and Interaction Channel platforms. You will have the opportunity to influence the approach while proactively managing initiatives for new or improved services! The analyst may handle a group of small- to medium-sized projects.

The Expertise and Skills We re Looking For

• Bachelors or equivalent with 4-5 years experience in business and data analysis along with light project management

• Ability to support the administration of contact center technologies and interaction channel platforms by performing vital operational routines e.g. configurations and maintenance for user provisioning, profiles, access management, business reporting etc.

• Facilitating requirements sessions to understand, define and document user scenarios, use cases and other artifacts in support of solutioning development efforts

• Strategic problem solver and ability to distill complex ambiguous scenarios into simple actionable plans while influencing key decision-makers based on analytical findings

• Deep technical acuity & ability to work across integrated applications to build SQL scripts, and support various technical platforms and databases including cloud computing platforms

• Excellent verbal and written skills as well as excellent organizational and planning skills

• Ability to work across different geographical regions & time zones

• Building and maintaining solid relationships with team members, users, customers, stakeholders in person and remote, across multiple matrixed organizations

• Experience working with telephony/eServices tools such as Genesys and other Interaction Channel Platforms a plus

The Team

The Business Infrastructure Team is part of the WI Quality Organization. The team is responsible to ensure our business partners are prepared for change and are collaborating with teams leading the initiative. We partner with business, systems and agile teams across Fidelity.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a

, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined.

blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation,

, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at

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Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to

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