Associate, Infra N & T Admin - Business Analyst

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Project Overview: To provide business analytical support for the voice services and contact center environment. Contractor’s Role: The Unified Communications Team supports the Northern Trust contact center and voice technology. This role requires an independent, proactive, and forward-thinking individual that thrives in a fast-paced environment. A successful candidate will be both analytically and technically adept and will support and track multiple areas of concentration.

Level: 5-7 Years of experience Qualifications: Bachelor’s degree from an accredited institution in Computer Science, Business, or equivalent work experience is required. Must have skills: • 1+ Yrs. of operational administration and support • 3 years of professional business analysis experience, with strong relationship management, and support experience • Preferred Telecom and Contact Centers experience • Experience with Microsoft Office, Teams, Visio, and SharePoint • Knowledge of Agile tools like ADO and Confluence • Knowledge of Agile and iterative development methodologies • Understanding of current technologies and Software Development Lifecycle (SDLC) • ITIL framework foundations experience • Ability to obtain, understand and respond strategically to business requirements • Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed • Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously Nice to Haves: • Strong analytical, problem solving and conflict resolution skills • Energetic, motivated, service-oriented, ability to multitask • Excellent listening, oral, and written communication skills • Strong interpersonal and teamwork skills • Flexible to new situations and challenges • Experience in a global operations environment Tasks & responsibilities • Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studies • Serve as liaison with project team and assist with project activities for requirements and implementation efforts • Contributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams • Assist with preparing department documentation and presentations for project engagements • Establish and maintain department dashboards • Provide weekly, monthly, and quarterly metrics for voice and Contact Centers services • Maintain team tracker for weekly activities and collect updates from team members • Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints • Maintain IT Service Management portfolio of processes, procedures, and training material for department • Support Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL framework • Collect and retain Service Level Agreements (SLAs)