Business Systems Analyst - Workforce Management

Fidelity Investments Inc.; Salt Lake City (UT); On-site; USD 90,000 - 130,000; Full time

Job summary

Fidelity Investments Inc. is modernizing workforce management (WFM) capabilities and building scalable systems across voice and digital channels.

You will translate business needs into technical designs, ensure alignment with enterprise strategy and deliver measurable outcomes. As a senior analyst, you will document current and future-state processes, elicit requirements, and lead workshops with stakeholders.

Qualifications

• 5+ years in business/systems analysis.
• Experience in technology transformation initiatives.
• Strong requirements elicitation skills.
• Knowledge of WFM concepts and metrics.
• Understanding of APIs, integrations, and architectures.
• Ability to bridge business and technical teams.
• Strong communication and analytical skills.

Responsibilities

• Partner with business leaders to document current-state processes and define future-state capabilities.
• Lead requirements gathering workshops and stakeholder interviews.
• Translate needs into user stories, use cases and acceptance criteria.
• Decompose WFM functions into scalable system components.
• Collaborate with architects on data models and integrations.
• Define system interactions across WFM, ACD, CRM, and analytics.
• Create process flows, diagrams, and data mappings.
• Define non-functional requirements like scalability and performance.
• Support vendor evaluations and fit-gap analysis.
• Partner with engineering during build and testing phases.
• Ensure traceability from requirements to implementation.
• Maintain documentation such as product and requirement documents.

Skills

Requirements elicitation

WFM concepts

APIs & integrations

Stakeholder collaboration

Data modeling

Job description

Fidelity Investments Inc. is modernizing workforce management (WFM) capabilities and building scalable systems across voice and digital channels.

You will translate business needs into technical designs, ensure alignment with enterprise strategy and deliver measurable outcomes. As a senior analyst, you will document current and future-state processes, elicit requirements, and lead workshops with stakeholders.