Analyst Senior, Business Analysis

FIS

About The Position

Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we’d like to know: Are you FIS? About the role: Conduct various types of research and analysis to support business operations of an internal business segment, division, group or line of business. Assist management in resolving business issues in an effective and productive manner. Design, document and re-engineer business processes and publish business metrics results.

Requirements

Demonstrated experience in collecting, analyzing, and reporting program metrics using analytics tools, including preparing comprehensive reports for leadership and identifying trends between platform usage and support ticket volume.
Skilled in troubleshooting and resolving technical issues related, including acting as a liaison for support tickets and managing crisis situations during major outages.
Strong collaboration and communication skills, with experience partnering with cross-functional teams to design, test, and refine solutions.
Proficient use of MS Office Suite of tools including: Outlook, Teams, Word, Excel, PowerPoint

Nice To Haves

Whatfix Certifications or experience with the Whatfix in-app learning tool
Experience using MS Power BI to create reporting and dashboards
Familiarity with Ericom or similar remote access applications
Familiarity with operating systems and network devices including OS upgrades, device configurations and troubleshooting connectivity issues

Responsibilities

Collaborate closely with UI Development and Product Teams to support the implementation and optimization of the Whatfix in-app learning tool across multiple user interfaces.
Gather and evaluate feedback from clients and colleagues regarding the Whatfix in-app learning tool, recommending and implementing improvements to enhance user experience and effectiveness.
Lead regular meetings with the learning team to introduce new Whatfix features, review content updates, and address urgent topics or changes as needed.
Partner with Learning Solutions Management to ensure consistent use and integration across all platforms and user interfaces.
Serve as the primary contact for the Whatfix Customer Relationship Manager, coordinating the release of new features and ensuring timely updates to user interfaces.
Act as a liaison for client support tickets related to the Whatfix in-app learning tool, managing communication and support for content editors assigned to relevant user interfaces.
Assume a lead role during major platform outages, coordinating with management to resolve issues and restore service.
Provide backup support for network analysts by troubleshooting training server issues, including connectivity, configuration, and device upgrades.
Respond to and resolve training server-related incidents, escalating unresolved problems as appropriate and maintaining detailed status and incident logs.
Collect and provide Whatfix metrics to senior leadership, ensuring visibility into program impact and usage.
Utilize analytics to generate comprehensive monthly and quarterly reports for each user interface, detailing user engagement and adoption.
Prepare quarterly and annual reports for the Director, aggregating data across all user interfaces and highlighting correlations between reduced support ticket volume and increased utilization.
Compile case studies and success stories to share with senior leadership, supporting their use in organizational meetings and conferences.
Set up analytics reports including insights and dashboards—for each newly launched Whatfix interface, providing stakeholders with valuable data to inform ongoing improvements.
Maintain and update onboarding documentation and operating standards to reflect current practices and enhancements to the Whatfix in-app learning tool.
Collaborate with content developers to troubleshoot, resolve, and test issues related to content development and platform functionality.
Perform password resets and user account management using designated applications, following documented procedures to ensure secure and timely resolution.
Collaborate with IT and technical support teams to identify root causes of network problems and recommend corrective actions.