Business Analyst

• Collaborate with stakeholders to gather and document business requirements
• Analyze and translate business needs into technical specifications
• Conduct feasibility studies and impact analysis for new projects and enhancements
• Work with IT and development teams to design and implement technology solutions
• Ensure that solutions meet business requirements and are delivered on time and within budget
• Develop and maintain detailed project plans, including timelines, milestones, and resource allocation
• Identify opportunities for process improvements and automation
• Develop and implement strategies to enhance business processes and workflows
• Monitor and evaluate the effectiveness of implemented solutions
• Build and maintain strong relationships with business stakeholders
• Facilitate communication between business units and IT teams
• Provide regular updates and reports to stakeholders on project status and progress
• Develop and execute test plans to ensure the quality and functionality of IT solutions
• Identify and resolve any issues or defects in a timely manner
• Ensure that solutions comply with industry standards and best practices
• Provide training and support to end-users on new systems and processes
• Develop user manuals and training materials
• Assist with troubleshooting and resolving technical issues

IT Business Analyst

• Work closely with TEM Product Leadership, Engineering, Distribution, Operations, and global partners to design, deliver, and support product capabilities across the TEM ecosystem.
• Drive complex product initiatives forward within the TEM Product Area, translating business needs into actionable requirements.
• Lead end-to-end business analysis across multi-team epics and sub-initiatives.

Consultant, Business Analyst – Tax Exempt Market

• Analyze business requests to be solved with automated systems.
• Formulate and design automated systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements.
• Provide expertise in identifying, evaluating and developing systems and procedures that meet user requirements and are within stated sizing estimates.
• Configure system settings and options; plan and execute business design, assist in integration and acceptance testing, where necessary; and create specifications for system to meet business requirements.
• Include analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications.
• Begins to develop working relationships with client end-users, programmers and test analysts while assisting with the analysis, design, configuration, testing and maintenance of systems.
• Maintains communications with end-users for feedback to ensure systems continually meet the client's expectations.
• Analyzes basic problems and issues (complexity varies based on data requirements and business specifications) and offers standard business solutions.
• Coordinates and facilitates client meetings.
• Develops simple business specifications and logical flowcharts that include features and functions from which programmers can create technical specifications.
• Demonstrates a basic knowledge of systems/modules to design system screens and database structures.
• Works with programmers to design and develop requirements and learns to analyze the feasibility of new systems and enhancements to existing systems.
• Prepares input for system design, including final report and screen definition, logical system flow and implementation plans.
• Provides support with the resolution of issues that may cross multiple systems and affect the business process and tracking of application incidents/issues; becomes familiar with how to identify system impact of changes in the business, user needs, external business environment and operating systems.
• Develops documentation to include, but not limited to bulletins, manuals, file layouts and application design layouts for internal, client and training purposes.
• Assists with the preparation and coordination of client training and documentation for installation of systems and upgrades.
• Tracks and learns to document changes for functional and business specifications; writes detailed, universally understood procedures for permanent records and for use in training.
• Assists with coordinating documentation and client follow-up evaluation monitoring; post-implementation problems and revision requests.
• Maintains and administers procedures, methodology and/or application standards to include payment card industry and security related compliance.
• Demonstrates a working knowledge to conduct and support testing/planning/validation by clarifying the intended functionality.
• Participates in the resolution of issues to ensure a successful implementation.
• Tests and learns to analyze possible courses of action and solutions.
• Assists with coordinating implementations including vendor and in-house testing, readiness assessment, training and hardware capacity evaluation.
• Assists with the project planning efforts on small development efforts.
• Tracks project progress, collects and analyzes information and trends, and communicates to the user community any anticipated schedule deviations.
• Maintains software deployment plans as directed.

• Transform business needs into clear, actionable reporting and data visualization solutions
• Lead or contribute to projects with broad scope and significant departmental impact
• Proactive team player who engages others, questions assumptions, and promotes innovative solutions through collaboration
• Building and maintaining a strong network of colleagues across the Fidelity Enterprise
• Make informed decisions independently within a wide context
• Drive continuous improvement in team processes and reporting capabilities
• Demonstrate curiosity and a strong desire to understand systems and workflows
• Design, develop, and enhance SAP BusinessObjects Universe including object definitions, joins & contexts, calculated & derived elements
• Apply advanced reporting logic using BusinessObjects & variables, SQL expressions & calculations
• Approach challenges with a hands-on, problem-solving mindset

• Dynamically manage call center workforce for activities across a network of 6 Merrill Edge sites
• Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters
• Partner closely with ME Leadership Team to ensure the most efficient use of resources
• Analyze real-time call center metrics (Service Level, AHT, Productivity and Volumes) to determine patterns/trends, and make recommendations as necessary
• Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels
• Administration and Utilization of all WFM applications
• Administration of Capacity Resource Inbox
• Basic Report Generation and Administration (Excel based reports)
• Maintain proper communication channels regarding events that impact our call centers
• Partner with the technology team for the real-time tracking and communication of customer and associate affecting outages
• Communicate BCP events to multiple departments to ensure the continuous operations of critical business units occur
• Deliver regular updates to our leadership team for consistent transparency of call center metrics
• Perform other duties as requested by supervisor

Workforce Management Analyst – Service Level Coordinator

• Work closely with TEM Product Leadership, Engineering, Distribution, Operations, and global partners to design, deliver, and support critical product capabilities across the TEM ecosystem.
• Translate complex business needs into clear, actionable requirements and partner closely across Product, Distribution, Technology, and Operations.
• Lead end-to-end business analysis across multi-team epics and sub-initiatives.
• Drive discovery, define current/future states, and deliver high-quality user stories and acceptance criteria.

• Gather, document and organize requirements from CMS regulatory documentation
• Support facilitation of client discovery sessions and work stream meetings (creating materials, back-up to PO)
• Assist with creation and maintenance of workflows
• Create deliverables
• Assist PO with other program activities and deliverables such as: IRAADQ resolution / follow-up, writing features and user acceptance criteria

Business Analyst, Optum Experience

• Join a team of passionate Health & Welfare professionals
• Provide business analysis support for client advised projects
• Ensure systems function according to detailed business requirements
• Model Fidelity leadership principles to sustain an innovative culture
• Perform moderately complex data analysis and reporting for effective client decisions
• Identify problems with business requirements and recommend modifications to the functional solution
• Assist with defining test scenarios for Systems Acceptance Testing
• Participate in validation and/or testing efforts to ensure results meet client requirements
• Perform data/client validations and remediations for Annual Enrollment and Ongoing Projects
• Provide tactical support on Manual Batch Processing/Participant Data Copying

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