Sr Specialist - Business Systems Analysis

The Charles Schwab Corporation; Ann Arbor (MI); Hybrid; USD 85,000 - 120,000; Full time

Job summary

The Charles Schwab Corporation is seeking a Sr. Specialist, Business Systems Analyst to translate complex contact center needs into clear requirements, processes, and plans.

You will facilitate discovery sessions, document current and future state workflows, and support testing to ensure alignment with business objectives. Responsibilities include analyzing business problems, partnering with stakeholders, and delivering scalable improvements across contact center platforms, IVR, routing, and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years as a Business Systems Analyst or related role.
• Experience with contact center technologies, IVR, call routing, telephony platforms.
• Strong requirements elicitation, documentation and analysis skills.
• Experience with Jira/Confluence for Agile delivery.

Responsibilities

• Analyze complex business problems to identify opportunities for process and workflow improvements.
• Partner with stakeholders to identify gaps in business requirements.
• Provide technical expertise for systems functionality and scaling.
• Develop and document technical requirements and workflow opportunities.
• Plan and execute integration and testing to meet business requirements.

Skills

Requirements analysis

Stakeholder collaboration

Process mapping

Data analysis

Agile methodologies

Education

Bachelor's degree in Business/IS/CS/Engineering or related field

Tools

Jira

Confluence

Job description

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has apreferredcandidateidentified for this role.

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together.

As a Sr. Specialist, Business Systems Analyst within the Contact Center Technology organization, you will be responsible for partnering with business, product, operations, and technology stakeholders to translate complex contact center needs into clear business requirements, process flows, functional specifications, and actionable delivery plans. The candidate in this role works on problems of diverse scope where analysis of data, processes, system behavior, and stakeholder input is required to evaluate business impacts, define solution options, and support prioritization decisions. This role requires a strong understanding of contact center technologies, IVR and call routing capabilities, customer and representative experience, and the systems and processes that support enterprise contact center operations. The candidate will facilitate discovery sessions, document current and future state workflows, identify gaps and improvement opportunities, support testing and implementation readiness, and provide knowledge transfer to Schwab business, support, and engineering partners to ensure solutions are well understood, operationally sustainable, and aligned to business objectives.

Key Responsiblities:

• Analyzes complex business problems to identify opportunities for process and workflow improvements across various platforms and domains
• Partners with business stakeholders to identify gaps in business requirements
• Provides technical expertise for new and current systems, functionality, and scaling
• Partners with technical stakeholders to develop and document technical requirements and workflow opportunities
• Analyze and documents current state analysis with domain Product Owner and SMEs to determine future state and scaling opportunities
• Consults with PO and SMEs to capture and document cost effective processes and procedures, configures system settings and options
• Partners with key business and technical stakeholders to plan and execute, integration, and acceptance testing to meet business requirements
• Identify indicators for future improvement opportunities
• Collect data to identify root causes of problems
• Partners with team and business to prioritize work and scope for initiatives

What you have

To ensure that we fulfill our promise of 'challenging the status quo,' this role has specific qualifications that successful candidates should have.

Required Qualifications:

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or a related field; equivalent practical experience will be considered.
• Minimum 5+ years of experience as a Business Systems Analyst, Business Analyst, Product Analyst, or related role supporting technology delivery, business process analysis, requirements definition, or system implementation.
• Experience supporting Contact Center Technology initiatives, including IVR, call routing, telephony platforms, workforce/customer interaction systems, or related enterprise contact center capabilities.
• Strong ability to elicit, analyze, document, and manage business requirements, functional requirements, process flows, use cases, data needs, assumptions, dependencies, and acceptance criteria.
• Demonstrated experience partnering with product owners, operations partners, engineering teams, QA, architecture, and support teams to translate business needs into actionable delivery scope.
• Ability to analyze current-state and future-state business processes, identify gaps, assess impacts, and recommend scalable process or system improvements for contact center operations.
• Proficiency creating clear documentation such as business requirements documents, functional specifications, process maps, workflow diagrams, decision logs, traceability artifacts, and implementation readiness materials.
• Experience supporting testing activities, including test planning, test case review, user acceptance testing, defect triage, production validation, and business sign-off readiness.
• Experience using Agile delivery tools and collaboration platforms, including Jira and Confluence, to manage requirements, backlog items, documentation, and delivery traceability.

Preferred Qualifications:

• Ability to facilitate discovery sessions, working sessions, and requirements reviews with cross-functional stakeholders and drive alignment on scope, priorities, risks, and decisions.
• Strong analytical and problem-solving skills, with the ability to evaluate data, system behavior, stakeholder input, and operational impacts to support informed business and technology decisions.
• Excellent written and verbal communication skills, with the ability to present complex technical and operational concepts clearly to both business and technology audiences.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities

What's in it for you

At Schwab, you're empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration - so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you - both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance