Sr Business Analyst – 0803838

Support Fidelity's Personal and Workplace Investing Channel Operations Analysis team by providing business subject matter expertise in the tools, systems and processes used to provide business information to analyst, business managers and executives. 

Primary Responsibilities

• Working with PWI IT to transition responsibility for supporting Call Monitoring System (CMS), Error Tracking System, and Employee Change Form to PWI Systems.
• Business SME for new Data Architecture tools and processes (e.g. OBIEE, First Call Resolution, SAS) 
• Provide business analysis as part of the Data Architecture development project team Performance management tools — SMART/Merced:
• Manage all ongoing change requirements working with the users, PWI Systems and Merced Implement changes to the existing user interface
• Business resource for addressing user issues  NICE Perform 3.0 Reporting: 
• Business SME to drive the QA reporting using  NICE Perform 3.0: Identify QA reporting requirements 
• Work with users, PWI IT, FTG and NICE to provide solutions using NICE Perform 3.0 Work with PWI to retire CMS  Interface between the CM Operations Analysis and the PWI Systems development organizations
• Additionally this position will identify opportunities for process redesign and improvements that will require understanding CM Operation Analysis business requirements and the capabilities of the information technology applications architecture. 

 
Qualifications
Education and Experience

• Bachelor’s degree in an appropriate subject area
• Five plus years’ experience in operations, contact center and/or IT/ technical environments
• Skills and Knowledge
• Ability to successfully prioritize and balance multiple responsibilities concurrently with minimal direction. 
• Excellent interpersonal skills - team player. Ability to influence and build relationships. 
• Strong written and verbal communication and presentation skills.
• Strong ability to effectively translate complex requirements between users and the development community. 
• Possess excellent analytical ability and system and process knowledge.
• Ability to think about medium-term and long-term implications and anticipate future obstacles.
• Ability to interact effectively with all levels of management, internally and externally.
• Knowledge of the Microsoft Office Suite of products: Excel, Word, and PowerPoint 
• Knowledge of database tools
• Knowledge of web publishing tools.

Company Overview
 
Fidelity Investments is one of the world's largest providers of financial services, with custodied assets of $3.1 trillion, including managed assets of more than $1.4 trillion as of April 30, 2007. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to more than 23 million individuals and institutions as well as through 5,500 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket and a leading online brokerage firm. For more information about Fidelity Investments.

Job Profile 
Job Category:   Business Analyst  
Locations:   MA-Marlborough  
Schedule:   Full-time  
Job Level:   Individual Contributor  
Education Level:   Bachelor's Degree (±16 years)  
Job Type:   Standard  
Shift:   Day Job  
Overtime Status:   Exempt  
Travel:   Yes, 25 % of the Time
 
To Apply, Click Here 

Sr Business Analyst, Fidelity, Merrimack, NH or Durham, NC

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Senior Business Analyst – 0803558
 
Business Overview
Personal & Workplace Investing provides financial services and investment resources to help individuals achieve their financial goals. We continue to be committed to satisfying our clients’ needs by offering a broad range of investment management, retirement, securities execution and clearance, brokerage, and shareholder services to more than 22 million individuals and 5,500 institutions as well as through financial intermediaries.  We help clients build income and provide capital preservation strategies using funds, fixed income securities, and other investment vehicles to assist the broad range of financial needs for our customers.
 
Senior Business Analyst
The Senior Business Analyst will develop in depth analyses of all factors affecting call volume, average handle time and centrally manage the creation of full time employee allocations for designated business segments within Personal & Workplace Investing (PWI).  The major role of the Senior Business Analyst is to be proactive in delivering value-added data/analytical services to the Capacity Management Team. These activities include, and are not limited to, monitoring service level agreements with forecast input providers, call volume activity, and forecasting of all scheduling drivers to alert management of potential problems and recommend alternative solutions to ensure a high degree of customer experience is maintained.
 
Primary Responsibilities
Success in this role includes an ability to respond quickly to information changes, perform detailed analyses and modeling scenarios as required, present a professional demeanor when interacting with internal and external clients, implement ongoing improvement projects and recommend cost savings initiatives.
 
Statistical Analysis

• Direct the analyses of call volume, average handle time and other drivers against planned and forecasted objectives to determine FTE requirements to run the business on a regular basis
• Simulate the impacts of proposed initiatives and tactics and their effects on service level, abandoned rates, staffing, handled times and other drivers
• Interpret data at a granular level to share recommendations which will impact financial budgetsPartner daily with India Forecasting/Capacity Management Team on short and long-term capacity planning production and ad-hoc analysis
• Partner daily with India Forecasting/Capacity Management Team on short and long-term capacity planning production and ad-hoc analysis
• Communication
• Interface with management to provide detailed statistical analysis and support to satisfy a wide range of business planning needs with innovative and quantitative analysis techniques 
• Project leader / liaison role with internal business partners and external vendors in organization-wide projects and initiatives

Qualifications

• Education and Experience:
• Bachelors in Business, Mathematics, Finance or related discipline
• 2+ Years of statistical analysis and modeling
• 2+ Years of call center capacity planning
• Experience in Statistical Forecasting Techniques
• Excellent Oral and Written Communication Skills
• PC Skills: MS Word, EXCEL, PowerPoint, Access
• Decision Support Tools: SAS, Brio, IEX, Center Bridge
• Skills and Knowledge:
• Ability to think both tactically and strategically
• Ability to work under pressure to satisfy tight project deadlines
• Quick decision making skills and strong business intuition combined with strong organizational skills
• Ability to adapt to dynamic business environment and changing job priorities
• Strong knowledge of call center operations desired

Company Overview
Fidelity Investments is one of the world's largest providers of financial services, with custodied assets of more than $3.3 trillion, including managed assets of more than $1.5 trillion as of April 30, 2008. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to 24 million individuals and institutions as well as through 5,500 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket and a leading online brokerage firm. 

Job Profile 
Job Category:   Business Analyst  
Locations:   NH-Merrimack  or NC-Durham  
Schedule:   Full-time  
Job Level:   Individual Contributor  
Education Level:   Bachelor's Degree (±16 years)  
Job Type:   Standard  
Shift:   Day Job  
Overtime Status:   Exempt  
Travel:   No
 
To Apply, Click Here