Business Analyst, Platform Management - IWMS Client Experience at Fidelity Investments

Smithfield, Rhode Island, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Investment ManagementIndustries

Requirements

Shown business analysis and project management skills
Self-starter with high motivation and initiative and a sense of curiosity
Ability to work independently, navigate the organization, and build positive relationships with business leaders across the firm
Capability for critical thinking and comprehending the larger context
Proficiency in debugging technical issues under minimal supervision or instructions
Knowledge or ability to learn telephony platforms like Genesys or Amazon Connect
Minimum of 3+ years of work experience, including demonstrated success working in a fast-paced environment and at all levels of an organization
Experience with platform governance, platform management, and desktop support is helpful
Deep technical, analytical and problem-solving skills
Ability to reconcile, integrate, and synthesize information, fixes technical issues, synthesize findings and present options to tackle problems
Ability to think conceptually and bring structure to business problems, coupled with a highly practical orientation
Superb communication, influence and social skills
Extraordinary teammate with a shown desire to share and chip in to the team's success
Bachelor's degree or equivalent work experience

Responsibilities

Conducting analysis of technology changes being introduced to group desktops
Supporting Contact Center platforms as a System Admin; coordinating FI’s detailed business/functional hierarchy, agent provisioning, Call/Chat routing, and expertise in the platforms
Supporting the business outcomes through workforce planning, creation and maintenance of associate/team schedules, call routing and creating dedicated phone numbers
Assisting in coordination and management of desktop platform and contact center platform projects
Taking charge of project deployments and upgrades related to desktop applications (e.g., IE, MS Office, native Fidelity applications like myWorkspace, etc.) and software used in customer service centers (Genesys, NICE, Nexidia, ADI, etc.)
Ensuring appropriate documents are created to support Sr. Management presentations and updates
Acting as liaison between inter divisional teams (Techworks, business user teams, technology) to encourage collaborative communication; ensuring teams are applying effort to associate experience goals consistently
Facilitating and streamlining business processes as vital using broad understanding of Fidelity's technology release cycles
Providing support to the ongoing desktop platform management & governance for the OSG/CE/Risk & Finance groups
Handling the deployment of various application releases to the associate desktops
Providing level II support to ongoing issues or problems arising from associate's desktop usage

Skills

Business Analysis

System Administration

Contact Center Platforms

Workforce Planning

Call Routing

Agent Provisioning

Project Management

Desktop Application Deployment

MS Office

myWorkspace

Fidelity Investments

Investment management and financial services provider

About Fidelity Investments

Fidelity Investments offers a range of financial services and tools designed to help individuals manage their investments and stay informed about the markets. Their products include mobile applications and market monitoring tools that provide users with real-time market quotes, news, and trading capabilities. For example, the Fidelity Market Monitor for Glass delivers daily market quotes directly to Google Glass, while the Fidelity app for Windows Phone 8 allows users to access news and trading tools on their mobile devices. Additionally, features like the Watch List Visualization for iPad help users track stock price changes over time using a heatmap. What sets Fidelity apart from its competitors is its focus on integrating new technologies and user-friendly interfaces to enhance the investment experience. The goal of Fidelity Investments is to empower individuals with the information and tools they need to make informed financial decisions.

Boston, MassachusettsHeadquarters

1946Year Founded

$120,238.8MTotal Funding

DEBT_FINANCINGCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Mental Health Support

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Student Loan Assistance

Tuition Reimbursement

Risks

Loss of key personnel like Gita Bal may impact Fidelity's research capabilities.

Increased competition from Vanguard's new division could draw clients away from Fidelity.

Potential reputational risk from Bitcoin ETF outflows could affect Fidelity's offerings.

Differentiation

Fidelity Labs offers innovative beta products like Market Monitor for Google Glass.

Fidelity's mobile solutions are available on multiple platforms, including Windows Phone and iPad.

Fidelity's Open Limit Order Visualization provides unique insights into order execution proximity.

Upsides

Increased adoption of wearable tech could boost Fidelity's mobile solutions.

Growing interest in Bitcoin ETFs suggests expansion in Fidelity's digital asset offerings.

Rise of AI could benefit Fidelity's data analytics and AI-driven investment strategies.

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