Senior WFM Modernization Systems Analyst

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

Job summary

Fidelity Investments is seeking a seasoned business/systems analyst to join the Enterprise Contact Center Program and Product team. You will help replatform and build next-generation Workforce Management capabilities, translating business needs into scalable designs for forecasting, scheduling, and real-time management across voice and digital channels.

You will document current processes, run workshops, and define future-state capabilities while ensuring alignment with architecture and

Qualifications

• 5 plus 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

WFM concepts

APIs & integrations

Requirements elicitation

Bridge business/tech

Communication skills

Analytical skills

Tech transformation

Job description

Fidelity Investments is seeking a seasoned business/systems analyst to join the Enterprise Contact Center Program and Product team. You will help replatform and build next-generation Workforce Management capabilities, translating business needs into scalable designs for forecasting, scheduling, and real-time management across voice and digital channels.

You will document current processes, run workshops, and define future-state capabilities while ensuring alignment with architecture and