Sr. Business Analyst

Job Description:RolePartner 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 ForBachelors or equivalent with 4-5 years experience in business and data analysis along with light project managementAbility 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 effortsStrategic problem solver and ability to distill complex ambiguous scenarios into simple actionable plans while influencing key decision-makers based on analytical findingsDeep technical acuity & ability to work across integrated applications to build SQL scripts, and support various technical platforms and databases including cloud computing platformsExcellent verbal and written skills as well as excellent organizational and planning skillsAbility to work across different geographical regions & time zonesBuilding and maintaining solid relationships with team members, users, customers, stakeholders in person and remote, across multiple matrixed organizationsExperience working with telephony/eServices tools such as Genesys and other Interaction Channel Platforms a plusThe TeamThe 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:Category:Business AnalysisFidelity's hybrid working model 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 every other week (all business days, M-F) in a Fidelity office.