Business Analyst, Platform Management - IWMS Client Experience

Job Description:

The Role

Join a team passionate about delivering outstanding client experiences, collaborating on innovative technology solutions at Fidelity Institutional (FI) Platform Management. We are seeking a highly motivated Business Analyst who will provide outstanding solutions to everyday business problems in support of the FI Client Experience and OSG leaders and service associates!

With several unique businesses and divisions located throughout the country, FI provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. The FI organization performs tens of thousands of over the counter, listed equities, options, bonds, and mutual fund transactions daily.

As a member of the FI Platform Management team, you are responsible for providing support to the ongoing desktop platform management & governance for the OSG/CE/Risk & Finance groups. You will handle the deployment of various application releases to the associate desktops. In addition, you will provide level II support to ongoing issues or problems arising from associate's desktop usage. Working together in a diverse and fast-paced atmosphere, the team carefully plans and implements technology solutions.

• Conducting analysis of technology changes being introduced to group desktops.
• Supporting Contact Center platforms as a System Admin; coordinating FI's detailed business/functional hierarchy, agent provisioning, Call/Chat routing, and expertise in the platforms
• Supporting the business outcomes through workforce planning, creation and maintenance of associate/team schedules, call routing and creating dedicated phone numbers
• Assisting in coordination and management of desktop platform and contact center platform projects
• Taking charge of project deployments and upgrades related to desktop applications (e.g., IE, MS Office, native Fidelity applications like myWorkspace, etc.) and software used in customer service centers (Genesys, NICE, Nexidia, ADI, etc.).
• Ensuring appropriate documents are created to support Sr. Management presentations and updates
• Acting as liaison between inter divisional teams (Techworks, business user teams, technology) to encourage collaborative communication; ensuring teams are applying effort to associate experience goals consistently
• Facilitating and streamlining business processes as vital using broad understanding of Fidelity's technology release cycles

• Shown business analysis and project management skills
• Self-starter with high motivation and initiative and a sense of curiosity
• Ability to work independently, navigate the organization, and build positive relationships with business leaders across the firm
• Capability for critical thinking and comprehending the larger context
• Proficiency in debugging technical issues under minimal supervision or instructions
• Knowledge or ability to learn telephony platforms like Genesys or Amazon Connect
• Minimum of 3+ years of work experience, including demonstrated success working in a fast-paced environment and at all levels of an organization
• Experience with platform governance, platform management, and desktop support is helpful
• Deep technical, analytical and problem-solving skills
• Ability to reconcile, integrate, and synthesize information, fixes technical issues, synthesize findings and present options to tackle problems
• Ability to think conceptually and bring structure to business problems, coupled with a highly practical orientation
• Superb communication, influence and social skills
• Extraordinary teammate with a shown desire to share and chip in to the team's success
• Bachelor's degree or equivalent work experience