Position OverviewAt PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Business Analyst Senior -Dialer Administrator within PNC's Retail Lending Solutions Platform Delivery organization, you will be based in Pittsburgh PA, Cleveland OH, Brecksville OH, or Kalamazoo MI. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.The role will require a balance of business analyst skills combined with technical skills. You will be supporting our business partners in Retail Lending Solution to delivery accelerated growth through customer centric platforms, processes and people while managing risk.Candidates for the position should be results-driven, problem solvers with great attention to detail and accuracy in a time sensitive environment. Preferred candidates will have technical skillsets (Dialer Administrator for Noble / Alvaria or Genesys, Auto Dialer, Auto Dialer support, telephony, Jira, Confluence), coupled with an advanced business analyst skills (requirement writing, user story writing, user acceptance testing).Job Description
Directs in the research, discovery, collection and interpretation of business requirements, and participates in the development and review of processes and procedures, workflow analytics, and reporting.
Provides consultation to clients on business designs, problem solving and business analysis to support project management. Develops and maintains of all applicable policy and procedure documentation.
Independently obtains and identifies the business requirements needed to carry out and improve applicable business processes. Provides expertise and problem-solving for clients and technology teams throughout the business analysis process.
Translates business needs, processes and/or procedures by partnering with applicable experts and business stakeholders to determine and articulate needs. May communicate with stakeholders and technology teams on moderately complex business requirements, provides gap analysis and facilitates future business process modeling for clients.
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
QualificationsSuccessful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.Preferred SkillsBusiness Needs, Business Processes, Data Analytics, Decision Making, Management Reporting, Prioritization, Waterfall Project ManagementCompetenciesAnalytical Thinking, Business Assessment, Consulting, Effectiveness Measurement, Information Capture, Modeling: Data, Process, Events, Objects, Problem Solving, Process Management, Project Management, Requirements Analysis, Software Product Business KnowledgeWork ExperienceRoles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.EducationBachelorsCertificationsNo Required Certification(s)LicensesNo Required License(s)BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.For more information, please click on the following links: Time Away from Work (https://www.pncbenefits.com/timeaway.html) PNC Full-Time Benefits Summary PNC Part-Time Benefits Summary (https://www.pncbenefits.com/ft-benefits-overview.html) Disability Accommodations StatementIf an accommodation is required to participate in the application process, please contact us via email at [email protected] . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.Equal Employment Opportunity (EEO)PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.California ResidentsRefer to the California Consumer Privacy Act Privacy Notice (https://content.pncmc.com/live/pnc/aboutus/HR/Onboarding/PNCCCPAPrivacyDisclosureEmployee.pdf) to gain understanding of how PNC may use or disclose your personal information in our hiring practices.