Business Systems Analyst

M&T Bank is looking for a Business Systems Analyst (BSA) to join one of eight teams working collaboratively in a large‑scale Agile technology environment. The mission of the teams in our space, Employee Guided Servicing (EGS), is to reimagine the banker experience while servicing our customers here at M&T. We oversee the software used every day by our bankers and continuously work to provide powerful tools to help them serve our customers.

• Perform detailed analysis of business needs, gaining comprehensive knowledge of subject matter expertise in features and functionality. Serve as a consultative and authoritative source of knowledge regarding how the business works in the BSA’s line of responsibility.
• Lead solution design, inform and direct how systems should work, and partner with engineers to design functionality.
• Conduct business and technical work discovery, refine user stories, and understand technical processes, data mapping, interfacing applications, data flows, acceptance criteria, and designs that inform engineering work.
• Act as Testing Lead and perform the gatekeeper function for acceptance testing. Design, prepare, build, and execute test plans and scripts, ensuring appropriate code and functionality coverage and that both happy and unhappy paths are tested.
• Ensure all documentation, evidence, process, compliance, and traceability are audit‑ready, supporting the organization’s needs for documentation, evidence, and process.
• Develop and maintain technical acumen in various technologies and integration between multiple systems (including mainframe platforms, ESB, and others). Perform scripting, data analysis, and system configuration.
• Provide system and incident support, including continuous monitoring of system issues, health, integrity, and incidents. Work with technical teams to maintain documentation, playbooks, and procedures.
• Leverage documentation, alerting, and monitoring tools, such as Jira, Service Now, Kibana, Confluence, and others.

• Combined minimum of 5 years’ higher education and/or operational/business analytics experience.
• Experience in user experience and research.
• Experience supporting, analyzing, or partnering on customer servicing applications, preferably within banking or financial services.
• Familiarity with customer servicing procedures and operational workflows, particularly customer contact center environments.
• Experience eliciting, documenting, and validating business and functional requirements in a regulated or financial services environment.
• Strong verbal and written communication skills, with the ability to convey complex concepts to both technical and non‑technical stakeholders.
• Strong organizational and time‑management skills, with the ability to manage multiple priorities and deliverables.
• Ability to collaborate effectively with business partners, technology teams, and operations stakeholders.
• Strong analytical, lateral thinking, and problem‑solving skills, including the ability to assess impacts, identify root causes, and support resolution of issues.
• Proficiency with personal computers and relevant software tools (documentation, analysis, and reporting tools).

• Bachelor’s degree.
• Subject‑matter expert in business with knowledge or experience utilizing application/system being supported.
• Capability to work on multiple projects from moderate to complex nature.
• Proven understanding of applications supported with solid knowledge of interfacing/integrated applications.
• Proficiency in using project‑management, word‑processing, and spreadsheet applications.
• Good understanding of the Bank’s application framework.
• Familiarity with application‑development software and hardware platforms.
• Ability to understand business terminology and present to all levels of management.
• Aptitude for multitasking across moderately complex to complex projects and coordinating between applications and business units.
• Ability to recognize project milestones, delivery dates, and recommend and implement solutions.
• Proactive, detail‑oriented, and with growing understanding of bank acquisition methodology or relevant conversion experience.

Pay range: $71,600.00 – $ Annual (USD).

Location:

Buffalo, New York, United States of America.

M&T Bank is unwavering in providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug‑free workplace.