Business Support Analyst II
Overview
This position provides advanced operational support regarding business tools, products, or applications. Analyzes the performance of assigned tool, product, or application by tracking usage, issues, data discrepancies, and other key metrics. Assists large projects and recommends process improvements to enhance efficiencies and customer satisfaction. Gathers information to address associate and client inquiries. Generates reports, status updates, and other documentation as needed to facilitate business goals. May occasionally guide less experienced analysts.
Responsibilities
• Operational Support - Performs various operational tasks that occur during customer or associate inquiries. Serves as an escalated point of contact for support of assigned tools, products, or applications. Assists special projects and provides guidance to less experienced analysts in the work group. May involve data entry, system testing, or implementation.
• Analysis - Sources, compiles, and interprets data. Performs analysis to monitor overall performance, tracking user feedback and identifying opportunities to improve existing processes.
• Documentation - Tracks reporting, metrics, and status updates. Communicates key insight into business tools, products, or applications through documentation and reporting. Updates information in the system regarding daily operational activities, ensuring adherence to department protocols and procedures. May assist in documentation preparation or periodic audit.
• Product Proficiency - Provides knowledge of subject to wider business unit or users, which may involve creating educational or operational materials.
Qualifications
Bachelor's Degree and 1 years of experience in Financial Services or Analytics OR High School Diploma or GED and 5 years of experience in Financial Services or Analytics
License or Certification Type: null nullSkill(s): Ability to work flexible hours
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
