Bank of the West Sr Business Analyst in San Francisco, California
Sr Business Analyst
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
We are undergoing a dramatic transformation to reimagine our brand, experiences, and products. We know real change is hard work, which is why we need people who are aligned with our values and ready to make a significant impact on our industry and the world. We need your experience, optimism, and energy to define, design and build the future.
We are looking for people unafraid of bringing their authentic selves to work. Our inspiration and collaboration depend on the diversity of our teams, and inclusion of all voices in our process. We want you to grow; we want you to be yourself. We want to ask for help and help your peers. We want you to work hard and be proud of the results.
The role of Business Analyst for Enterprise Customer Experience is critically important and will help lead the way in building experiences of the future. We are seeking a qualified talent with primary responsibility to support our Medallia Service Request queue, in addition to i-Sights System Administration work. Looking for ways to improve existing processes and interactions will be very important in this role and our volume continues to climb. The Business Analyst will report directly to the Medallia Product Owner.
In This Role You will:
Receive all service requests and enhancements through VoicesSupport distribution
Open tickets in Jira
Review and test solutions to ensure they meet the requirements of the user
Provide information regarding the ticket to our vendor, Medallia
Ensure all parties are aware of current status of the work
Set-up any follow-up meetings that are necessary to discuss issues or review updates/changes
Look for ways to make the process as efficient as process
Build-out a monthly quality scorecard
Provide System Administration support for i-Sights, our customer complaint platform
Requires advanced knowledge of job area typically obtained through higher level education combined with work experience.
Typically viewed as the Subject Matter Expert (SME).
May have broad knowledge of project management.
Requires 7 years minimum prior relevant experience.
Requires 3 to 5 years of Agile Project Methodology experience.
- Bachelor's Degree Business Administration, Finance, Statistics or related field.
Outstanding written and verbal communication skills for documenting necessary processes, business requirement proposals, client interaction, and project documentation as required.Excellent written and verbal communication skills for report writing, business requirement proposals, client interaction, and methodology documentation.
Complete knowledge of development, maintenance and utilization of PC-based databases; good knowledge of analytical techniques with solid experience in project coordination. Some familiarity with specific business function helpful. Strong demonstrated skills doing Analytical and research, able to Balance figures, Compile statistics, Compose letters/memorandums, Familiarity with bank terminals, able to proofread documents and Research information.
Strong attention to detail and experience in representing complex issues based on comprehensive analysis in an understandable manner.
Must have experience with and able to use Project management tools such as MS Project, Microsoft Visio, Sharepoint (a must), Microsoft Office Suite Products, Snag It, Adobe In-Design; Experience with Project Methodologies: Agile
Must have strong organizational skills, with the ability to handle complex projects in a multi-tasking environment.
Ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Job: Business Analysis
Location: United States-California-San Francisco
Requisition ID: 060948