Business Systems Analyst (Contact Center Digital Solutions)

Business Systems Analyst (ContactCenter Digital Solutions)

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Business Systems Analyst (ContactCenter Digital Solutions) to work in Westlake, TX!

The Role

The Digital Solutions chapter builds world class digital experiences at scale. Our chapter members humanize products, services, and experiences by:

• Integrating deep research & industry awareness
• Impacting product strategy
• Driving implementation across all client and associate touchpoints.

This position provides business analysis and expertise to support the creation of digital experiences that support our clients and associates. The Business Systems Analyst plays a leading role in all phases of digital product management, including:

• Discovering the right opportunities using data
• Defining the requirements
• Crafting innovative solutions
• Supporting client and field readiness
• Measuring the business outcomes

The Expertise and Skills You Bring

• Bachelor's degree in business, finance, management or technology related field
• 8+ years of business/systems analysis, product management or software engineering experience delivering customer or associate focused digital solutions of high value
• Contact center digital solutions expertise (Genesys, Amazon Connect, etc.)
• Client-obsessed with a passion to tackle challenges through a data driven approach
• Strong acquisition, refinement, and prioritization of requirements
• High level business logic design or interpretation
• Validation of outcomes by way of quantitative and qualitative measures that align with product area goals
• User Acceptance testing experience
• Experience in iterative SDLC and changing requirements
• Superb communication & story telling skills, conveying the vision and impact of digital solutions through using data and visualization
• An affinity for technology and a continuous learning approach regarding industry innovations

The Team

Digital Solutions chapter members are passionate about bringing together process, technology, analytics and user experience to scale our ability to serve our growing client and associate base. Our members share a set of core product management and analytical skills, as well as a set of differentiated skills which extend their ability to meet the needs of the squad to which they are aligned.

You will be aligned with one of our Salesforce squads that is helping our associates by making their lives easier and experience better.

Dynamic Working

Fidelity'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 all business days of every other week in a Fidelity office.

Company Overview

Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com.
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 TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com.

Information about Fidelity Investments

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: 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. For information about working at Fidelity, visit FidelityCareers.com.

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

Fidelity Investments and Fidelity TalentSource are equal opportunity employers.

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