Senior Business Systems Analyst, Workforce Management

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

Benefits offered by this job

On-site health centers

Job summary

Fidelity in Salt Lake City is seeking a Technology Business Systems Analyst for Workforce Management to drive a large-scale modernization effort, replatforming WFM capabilities across voice and digital channels.

You will partner with business leaders, product owners, and engineering to translate needs into scalable designs, define requirements, user stories, and acceptance criteria, and ensure traceability from concept to implementation.

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 communication

Bridge business & tech

Analytical skills

Requirements gathering

Job description

Fidelity in Salt Lake City is seeking a Technology Business Systems Analyst for Workforce Management to drive a large-scale modernization effort, replatforming WFM capabilities across voice and digital channels.

You will partner with business leaders, product owners, and engineering to translate needs into scalable designs, define requirements, user stories, and acceptance criteria, and ensure traceability from concept to implementation.