The Role
Do you want to join a collaborative environment where ideas flourish and innovation thrives? Are you interested in using innovate technology and user-centric design to help transform the way business units work at Fidelity?
As a Contact Center Systems Analyst within Fidelity Enterprise Technology, you’ll be a member of the Enterprise Customer Contact Center organization responsible for working across the firm. As Systems Analysts, we pride ourselves on having a passion for continued learning, a team-first attitude, and a focus on delivering value to the organization!
We work with peers and leaders, looking into their future roadmaps and leaning in with expertise to help them design and craft a sophisticated and intuitive contact center solutions used by Fidelity’s front-line associates to assist millions of customers with financial planning, investing, and retirement solutions.
This role will provide you with opportunities to expand upon your knowledge and abilities. In turn, Fidelity will tap into your expertise to better help our business partners meet their goals!
The Team
The Analyst Center of Excellence (COE) is passionate about bringing together people, process, and technology to serve our growing customer and associate base. COE members share a set of core product management, analytical, and technical skills suited to support our organization. As a COE member, you will join a community of product people that receive ongoing coaching, training, and development resources to help you grow your skills and increase your impact to your team and the overall organization.
The Expertise You Have
- Optimally evaluate client’s need and business processes. Translate, communicate, and detail the requirements to the Agreement Express solution.
- Skilled at documenting requirements and communicate workflow through diagrams (e.g. build process flow diagrams, integration diagrams, finite state diagrams, customer experience maps etc.)
- Proven ability to succinctly communicate solution and requirements to customer and internal team.
- Excellent facilitation skill to collaborate with the clients through way we make decisions and gain consensus to reach sign-off.
- Possesses problem solving skills with the ability to take initiative, draw conclusions, and communicate ideas to peers and leadership.
- Proven experience with workflow design, data analysis, data visualization, and impact analysis.
- Can work on multiple projects simultaneously.
- Strong written and verbal communication skills. Technical writing experience a plus.
- 5-7 years transferable experience.
- Bachelor’s degree or equivalent experience; Contact Center experience and Business Analysis certifications desirable.
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.
Job ID: 177580
