Business Systems Analyst, Workforce Management

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Job Description:

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* Note:

Fidelity will not provide immigration sponsorship for this position.
**** The Role
** As a member of the Enterprise Contact Center Program and Product organization, you will play a critical role in a large-scale technology modernization initiative to replatform and build next-generation Workforce Management (WFM) capabilities.
You will partner closely with business stakeholders, product owners, and architecture/engineering teams to discover, define, and translate workforce management needs into scalable, modern system designs. This role bridges business intent and technical execution, ensuring that future-state WFM platforms support forecasting, scheduling, and real-time management capabilities across voice and digital channels.
You will take a structured, data-driven approach to discovery, requirements definition, and solution design, ensuring alignment with enterprise architecture and long-term platform strategy while delivering measurable business outcomes.
** As a team member, you will...*
* · Partner with business leaders to document current-state processes and define future-state capabilities.
· Lead requirements gathering workshops and stakeholder interviews.
· Translate needs into user stories, use cases and acceptance criteria.
· Decompose WFM functions into scalable system components.
· Collaborate with architects on data models and integrations.
· Define system interactions across WFM, ACD, CRM, and analytics.
· Create process flows, diagrams, and data mappings.
· Define non-functional requirements like scalability and performance.
· Support vendor evaluations and fit-gap analysis.
· Partner with engineering during build and testing phases.
· Ensure traceability from requirements to implementation.
· Maintain documentation such as product and requirement documents.#
** The Expertise and Skills You Bring*
* · 5 plus years in business/systems analysis.
· Experience in technology transformation initiatives.
· Strong requirements elicitation skills.
· Knowledge of WFM concepts and metrics.
· Understanding of APIs, integrations, and architectures.
· Ability to bridge business and technical teams.
· Strong communication and analytical skills.