Associate, Infra N & T Admin - Business Analyst

Northern Trust
Pune
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 5-7 yearsEducation: bachelorsSkills: ["Independent","Proactive","Analytical","Problem solving","Detail oriented"]

Provide business analytical support for voice services and the contact center environment. Partner with business stakeholders to gather, document, and analyze requirements, produce business requirements and diagrams, and support project discovery and implementation activities. Build and maintain dashboards and KPIs, deliver weekly/monthly/quarterly service metrics, manage trackers, and support IT service processes using ITIL frameworks, including incident/change and operational ticket workflows.

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FursaFursa
Northern Trust
Northern Trust
3 days ago

Associate, Infra N & T Admin - Business Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Provide business analytical support for voice services and the contact center environment. Partner with business stakeholders to gather, document, and analyze requirements, produce business requirements and diagrams, and support project discovery and implementation activities. Build and maintain dashboards and KPIs, deliver weekly/monthly/quarterly service metrics, manage trackers, and support IT service processes using ITIL frameworks, including incident/change and operational ticket workflows.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Engage business partners to collect and document business and data requirements using requirements templates, use cases, and impact studies.
  • •Serve as a liaison to the project team and support requirements and implementation activities.
  • •Contribute to project discoveries and kickoff activities; prepare detailed business requirements documents, use cases, and systems diagrams.
  • •Establish and maintain department dashboards and provide weekly, monthly, and quarterly metrics for voice and contact center services.
  • •Support IT service processes (incident management, change management, operational tickets), maintain ITIL-aligned documentation, and track vendor performance via SLAs/KPIs.

Key Requirements

  • •Bachelor’s degree in Computer Science, Business, or equivalent experience.
  • •1+ years 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, SharePoint, Agile tools (ADO and Confluence), and Agile/iterative methodologies plus SDLC understanding.
Experience:5-7 yearsTelecomContact centersITILAgile
Education:Bachelor's in Computer Science, Business
Skills:IndependentProactiveAnalyticalProblem solvingDetail oriented
Tech Stack:Microsoft OfficeMicrosoft TeamsVisioSharePointAzure DevOpsConfluenceAgileSDLCITILServiceNowBusiness requirements templatesUse casesSystems diagrams

Company Brief

Northern Trust
Global financial services firm providing wealth management, asset servicing, asset management, and banking solutions to institutions, corporations, and affluent individuals, with a focus on custody, investment management, and technology-driven services.
Industry: Asset Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1889
Glassdoor
Glassdoor: 3.9
WebsiteLinkedIn