Job Description:

The Role

The OSG Client Services Central Planning Group, Business Analyst is responsible for providing technology support and administration for telephony and workflow vendor applications. Building and maintaining a strong network of colleagues across the Fidelity Enterprise is critical to success. In this role, it is expected that the you will own, and drive your professional development plan working to acquire additional skills that ensure continued growth and effective contributions to the organization.

The Expertise and Skills You Bring

• Bachelor Degree, preferred not required

• 2-5 years of operations and/or call volume workforce management experience, preferred

• Experience with Genesys (telepathy call volume, WFM, configuration) applications

• Experience implementing and managing call routing, Genesys configurations, and workflow processing

• Effectively and regularly lead, facilitate, and drive individuals and group meetings to deliver project goals

• Balance day to day management of several project-related responsibilities, tasks and deliverables including highly escalated, prioritized requests

• Possess superior presentation, communication, and negotiation skills with ability to share material with senior leaders and peers

• Advanced proficiency of MS Office applications

• Experience with Agile concepts and methodologies

• Be the contact point for escalation of issues and outages and address reporting impact appropriately

• Provide analyses and strategic recommendations to team, management, and business partners to implement continuous improvements

• Collaborate with technology and agile members to build comprehensive and cohesive solution approaches

• Identify areas of improvement and act with a willingness to innovate, take calculated risks and pursue creative solutions to exciting business and technology challenges

• Lead, guide and mentor junior team members

The Team

The OSG Client Services Central Planning Group is responsible for Workforce Planning, Intraday Workflow Management and Technology Support and Administration. The team works closely with internal management, associates and enterprise wide colleagues to implement solutions and strategies that enable effective staff placement to meet client needs.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission 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.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working(opens in a new tab).” 

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. 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 will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.