Technology ServiceDesk Process and Data Analyst/Sr Business Systems Analyst (US)

TD Bank • Mount Laurel, NJ

5h • Onsite

About The Position

The Business Analyst will support the Employee Enablement group by analyzing and mapping business processes, identifying areas for improvement, and ensuring the effective implementation of solutions. The analyst will work closely with colleagues in Employee Enablement and other departments to gather requirements, baseline current operating environment, and define strategy and tactical actions to transform the environment. The role involves collaboration with various stakeholders to enhance the efficiency and effectiveness of Employee Enablement processes and services. Assess the current state of key employee enablement areas such as the Service Desk/Helpdesk. Evaluate AI and Chatbot technologies and capabilities being implemented from ServiceNow and Copilot. Collaborate with the Service Desk, internal EE development team, and the PowerApps team to set a strategy for organizational operational efficiencies. Create the proposal to transition more to self-help and automation, reducing reliance on actual calls. Assess trends and opportunities across Financial Services and best-in-class organizations. Set the direction, create presentations, and develop action plans necessary to execute strategies. Gather and document business requirements from stakeholders.

Requirements

• Bachelor's degree in Business Administration, Information Systems, or a related field.
• Experience in business analysis or a related role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in process mapping and documentation tools.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Demonstrated experience of implementing process improvement using structured methodologies.
• Undergraduate degree or Technical Certificate
• 5+ years relevant experience
• Advanced communications, problem-solving and decision making skills
• Experience in moderate scale corporate systems analysis
• Ability to work with systems users or potential users to develop system specifications and requirements, applying business systems knowledge to ensure relevant areas of research are addressed
• Ability to translate user requirements into technical specifications with limited guidance

Nice To Haves

• Prior experience in implementing chat bots, self help and AI automation into the Helpdesk domain preferred.
• Experience with ServiceNow Service Desk module, IT Service Management
• Experience with ServiceNow AI Assist
• Experience with other Service Desk applications such as Remedy, ServiceDesk Plus, HelpDesk, Cherwell.
• Experience in Financial Services, with a focus on helpdesk or service desk approaches.
• Knowledge of ITIL and/or ITSM in this area.
• Experience with PowerApps.
• Prior experience with service desk automation and chatbot implementation.
• Some knowledge of AI.

Responsibilities

• Analyzing and mapping business processes
• Identifying areas for improvement
• Ensuring the effective implementation of solutions
• Gathering requirements
• Baselining current operating environment
• Defining strategy and tactical actions to transform the environment
• Collaborating with various stakeholders to enhance the efficiency and effectiveness of Employee Enablement processes and services
• Assessing the current state of key employee enablement areas such as the Service Desk/Helpdesk
• Evaluating AI and Chatbot technologies and capabilities being implemented from ServiceNow and Copilot
• Collaborating with the Service Desk, internal EE development team, and the PowerApps team to set a strategy for organizational operational efficiencies
• Creating the proposal to transition more to self-help and automation, reducing reliance on actual calls
• Assessing trends and opportunities across Financial Services and best-in-class organizations
• Setting the direction, create presentations, and develop action plans necessary to execute strategies
• Gathering and documenting business requirements from stakeholders
• Communicates with programmers to ensure understanding of business processes and requirements of the users
• Works with programmers to ensure understanding of business processes and requirements of the processes to ensure that the delivered system matches the specified features and functions
• Participates in the assessment of available technologies recommending innovative and cost -effective solutions
• Maps current business processes to new systems and participate in the transition to the new solution
• Determines interface requirements for effective system transition
• Develops detailed specification documents that include features and functions of the new system
• Develops test plans and test case scenarios to guarantee the new system design meets business requirements
• Implements assigned new system installations, upgrade and conversions
• Documents selected system parameters, file layouts and application design layouts
• Tracks open issues and resolution of issues

Benefits

• Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level