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Sr IT Business Operations Analyst

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The Business Operations Sr. Analyst’s primary responsibility will be to ensure the information technology systems supporting Call Center operations are available and flexible to meet the changing business environment. Maintaining operational stability, systems performance and immediate response to reported incidents are the performance measurements for the role. The candidate will serve as an information technology subject matter expert for the Call Center, sales and processing operations and supporting platforms.


As a Business Operations Sr. Analyst, the candidate will:

  • Participate in Major Incidents calls to assist in impact assessment, communications to business partners and solutions implementation
  • Documenting system process flows that map critical business functions to application platform components to identify impacted business operations.
  • Engaging in the software change management and deployment processes to maintain full awareness of all potential impacts to supporting Call Center applications.
  • Analyze business operations needs to enable changes to operational configuration parameters to address rapidly changing business conditions.
  • Manage the full life cycle, from requirements to deployment, for project assignments

Essential Job Functions:

  • Partner with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
  • Strong communications skills to translate technical issues to operations terminology so the business partners can understand risks and impacts
  • Acts as a liaison between departmental end-users, technical resources (architects, data analysts, developers, operation specialists), consultants and others in the analysis, design, configuration, testing and maintenance of systems to ensure optimal operational performance
  • Analyze the impact of new systems and enhancements to existing systems; ensures the system design fits in with the operational process flows.
  • Tracks and fully documents change for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training.
  • Identifies opportunities for improving business processes through information systems and/or non-system driver changes; assists in the preparation of proposals to develop new systems and/or operational changes.
  • Conducts change impact analysis to assess the potential implications of changes and documents business rules, functions and requirements.
  • Participates in QA and user acceptance testing and testing of new system functionality.
  • Obtains detailed, in-depth and expert knowledge of the assigned business processes and creates requirement documents for development and testing.
  • Consistently challenges the IT and business teams to improve all aspects of their processes.

  • Bachelor’s Degree from a Four (4) year College/University or equivalent industry experience
  • 3+ years of diverse financial services / mortgage banking experience preferred 
  • Experience with Agile Software Development Lifecycle (SDLC) methodologies, particularly documentation of Use Cases is preferred.
  • Business analysis skills are required.
  • Ability to interface with all levels of the business to define business and functional requirements.
  • Support business and IT teams, including requirements gathering and project management for new development and integration projects with little or no direction.
  • Strong communication skills are required.
  • Resources Management experience (direct reports and matrix managed)
  • Proficiency with project management tools
  • Proficiency with Microsoft Office tools.