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

hnology Solutions
Job Description:

Preferred Qualifications:

Candidate must sit onsite in Mount Laurel, NJ 4X a week

• 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.

  Qualifications:
  • 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.
  Preferred Skills:
  • 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.

Depth & Scope:

• 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

Education & Experience:

• 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

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel - Occasional

• International Travel - Never

• Performing sedentary work - Continuous

• Performing multiple tasks - Continuous

• Operating standard office equipment - Continuous

• Responding quickly to sounds - Occasional

• Sitting - Continuous

• Standing - Occasional

• Walking - Occasional

• Moving safely in confined spaces - Occasional

• Lifting/Carrying (under 25 lbs.) - Occasional

• Lifting/Carrying (over 25 lbs.) - Never

• Squatting - Occasional

• Bending - Occasional

• Kneeling - Never

• Crawling - Never

• Climbing - Never

• Reaching overhead - Never

• Reaching forward - Occasional

• Pushing - Never

• Pulling - Never

• Twisting - Never

• Concentrating for long periods of time - Continuous

• Applying common sense to deal with problems involving standardized situations - Continuous

• Reading, writing and comprehending instructions - Continuous

• Adding, subtracting, multiplying and dividing - Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. 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. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at [email protected]. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.