Overview

This is a remote role that may only be hired in the following location(s): Massachusettes

This position is responsible for analysis at the highest level of complexity and data expertise. Assesses a wide scope of factors affecting business profitability, growth, and efficiency, and aids strategic initiatives to address identified issues. Evaluates current practices, collects information and industry trends, and creates specifications to support business initiatives. Develops and implements process improvements. Participates in special analytical projects and advanced technical reporting. Manages a team to ensure effective delivery of service and project results.

Responsibilities

• Operational Support - Provides expert support for business operations by responding to inquiries, identifying issues, and working to continuously improve business practices. Handles escalated matters that arise during daily operations, providing guidance to lower level business analysts and leading workflow. Develops and implements modifications and enhancements. Serves as an analytics resource to wider organization or business units.
• Identifying Business Objectives - Determines business needs through highly technical analysis and reporting. Develops strategies to achieve company and department goals, and communicates these through the use of specifications, project plans, or other forms of documentation.
• Reporting & Data Analysis - Produces reports based on data analysis, industry trends, and process capabilities. Conveys patterns, problems, and areas of improvement. Develops process enhancements based on reporting. Sources, compiles, and interprets data. Performs data analysis on an advanced level, effectively communicating and directing analysis output.
• Managerial Functions - Manages the performance, training and evaluation of assigned staff. Maximizes project achievements by providing education and development

• Communication and collaboration skills
• Ability to work within ticketing systems and manage requests
• endor case management
• Experience working in fast-paced environment
• Background in Financial Services

• Digital Banking Incidents
  • Manage communication process for Digital Banking incidents
  • Represent Digital Business during incidents (make decisions, etc.)
  • Participate in post-mortem incident reviews
• Client Triage - Tier 3 Digital Support Team
  • Creation of new team that will handle escalated scenarios that require operational intervention or vendor support
  • Create new process with Q2 and Fiserv to address client issues (includes case portal management, weekly cadences, etc)
  • Create new queue in Service Xpert for Tier 3 escalations
  • Establish cadence to share case updates with partners
  • Process Tier 3 Digital Banking inquiries