Digital Support Systems Analyst

4 weeks ago


Pittsburgh, United States F.N.B. Corporation Full time

Position Overview:

This position is responsible for supporting Contact Center technology, systems, reporting generation, and agent scheduling in a work force management environment. The incumbent reviews data and analytics to produce performance reporting for the Contact Center team and executive leadership. Studies trends and analyzes data to consistently drive improvements and efficiencies. Conducts agent scheduling, using WFM tools to staff appropriately, in accordance with department standards. Assists in developing reporting and procedures that help to drive monitoring and operational efficiency.

Primary Responsibilities:

Maintains workflow management processes and produces agent schedules for the Contact Center in accordance with the department standards to ensure adequate staffing to support customer needs. Assists in developing digitized reporting of data derived from Contact Center and digital applications to drive monitoring, support, analytics, and process improvement for Contact Center leadership.

Creates and maintains procedures and process maps for Digital Support and testing. 

Troubleshoots issues related to the digital support systems utilized in the Contact Center. Works closely with IT and/or external vendors to resolve issues. Serves as a back-up liaison between Information Technology, vendors, project management, and Contact Center Leadership.

Assists in testing Digital system upgrades, patches, changes, and system maintenance and in creating, editing, deleting, and monitoring user account permissions for Contact Center digital systems not currently managed by Information Security.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

3

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent communication skills, both written and verbal

Excellent customer service skills

Ability to work and multi-task in a fast paced environment

Excellent organizational, analytical and interpersonal skills

Detail-oriented

MS PowerPoint - Intermediate Level

MS Word - Intermediate Level

MS Excel - Expert Level

Microsoft Power BI
Calabrio Teleopti

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A


  • Digital Analyst

    3 hours ago


    Pittsburgh, United States Pittsburgh Steelers Full time

    Reporting to the Director of Business Analytics, the Digital Analyst will be responsible for reporting and analysis related to all digital and social channels. The analyst will work closely with the content, sponsorship, marketing and e-commerce team Analyst, Digital, Social Media, Platform


  • Pittsburgh, United States Mastech Digital Full time

    8+ years of experience as a Business Systems Analyst designing technical IT applications and systems solutions.• Experience working in Scaled Agile (SAFe) Framework methodology is considered a strong asset.• Advanced experience with application development and strong knowledge of SDLC.• Ability to understand and represent the needs in a software...


  • Pittsburgh, United States Mastech Digital Full time

    8+ years of experience as a Business Systems Analyst designing technical IT applications and systems solutions.• Experience working in Scaled Agile (SAFe) Framework methodology is considered a strong asset.• Advanced experience with application development and strong knowledge of SDLC.• Ability to understand and represent the needs in a software...


  • Pittsburgh, United States F.N.B. Corporation Full time

    Primary Office Location: One North Shore Center. Pittsburgh, Pennsylvania. 15212. Join our team. Make a difference - for us and for your future. Position Title: Digital Channels Product Analyst Business Unit: Retail Operations Reports to: aries by Assignment Position Overview: Position is responsible for supporting the development and implementation of...


  • Pittsburgh, United States Mastech Digital Full time

    Candidate Technical and skills profile:Key responsibilities: Gather requirements from business units and translate those to programmers and developers. Confer with clients regarding the nature of the information processing or computation needs. Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation. Interview or...


  • Pittsburgh, United States Mastech Digital Full time

    Candidate Technical and skills profile:Key responsibilities: Gather requirements from business units and translate those to programmers and developers. Confer with clients regarding the nature of the information processing or computation needs. Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation. Interview or...


  • Pittsburgh, United States Indotronix International Corporation Full time

    Indotronix is seeking a Business Systems Analyst Senior in Client tech hubs Position Title: Business Systems Analyst Senior Schedule: Hybrid 2 days onsite/ 3 days remote Location: Any of the tech hubs (Pittsburgh, Cleveland, Dallas, Birmingham, or Phoenix) Duration: Contract to hire Key Responsibilities: The Digital Identity team is currently...


  • Pittsburgh, United States Indotronix International Corporation Full time

    Indotronix is seeking a Business Systems Analyst Senior in Client tech hubs Position Title: Business Systems Analyst Senior Schedule: Hybrid 2 days onsite/ 3 days remote Location: Any of the tech hubs (Pittsburgh, Cleveland, Dallas, Birmingham, or Phoenix) Duration: Contract to hire Key Responsibilities: The Digital Identity team is currently working on...


  • Pittsburgh, United States American Trust & Savings Bank Full time

    Financial Systems Analyst (PA, Pittsburgh) March 12, 2024 Job Summary: The Financial Systems Analyst will be a member of the corporate Shared Technology Finance team. The Financial Systems Analyst will be responsible for leading technology integration of all financial management and accounting software to ensure efficient operations and minimal disruption in...


  • Pittsburgh, United States Murtech Full time

    Job DescriptionJob DescriptionTitle: Senior Systems Analyst Location: Pittsburgh, PA 15222 - Hybrid role, 2 days/week in officePosition SummaryThe Senior Systems Analyst will be a lead technical resource and work independently to understand and document business requirements, design technical solutions and implement applications. The candidate is expected to...


  • Pittsburgh, United States System One Full time

    Please send me your details (resume, work authorization status, current location, availability and compensation expectations) directly to: for an immediate consideration. Make sure to include both the job title and location of the job if you email me directly.*** Contract position through the end of the year; contract can be extended; C2H is possible. ***...


  • Pittsburgh, United States First National Bank Full time

    Primary Office Location: One North Shore Center. Pittsburgh, Pennsylvania. 15212. Join our team. Make a difference - for us and for your future. Position Title: Manager of Business Analytics - Digital Banking Solutions Business Unit: Retail Operations Reports to: Chief Digital Officer Position Overview: Position is primarily responsible for supporting key...

  • Digital Archivist

    1 month ago


    Pittsburgh, Pennsylvania, United States Carnegie Mellon University Full time

    Digital ArchivistCarnegie Mellon University: LibrariesLocationPittsburgh, PA, United StatesDescriptionCarnegie Mellon University Libraries seeks a collaborative, curious, creative, and technically skilled faculty colleague with experience working in digital preservation and digital curation to join the University Archives and Distinctive Collections team.In...


  • Pittsburgh, United States CEI Full time

    Title: System Analyst - IdentityLocation: Hybrid – WRN – 3 days in the office, 2 remoteDuration: 6 monthsSummary: We are seeking a System Analyst - Identity to join our team for a 6-month contract. This position will be responsible for utilizing Excel and other Microsoft Office tools to generate reports, conduct data analysis, and review reports to...


  • Pittsburgh, United States CEI Full time

    Title: System Analyst - IdentityLocation: Hybrid – WRN – 3 days in the office, 2 remoteDuration: 6 monthsSummary: We are seeking a System Analyst - Identity to join our team for a 6-month contract. This position will be responsible for utilizing Excel and other Microsoft Office tools to generate reports, conduct data analysis, and review reports to...


  • Pittsburgh, United States CEI Full time

    Title: System Analyst - IdentityLocation: Hybrid – WRN – 3 days in the office, 2 remoteDuration: 6 monthsSummary: We are seeking a System Analyst - Identity to join our team for a 6-month contract. This position will be responsible for utilizing Excel and other Microsoft Office tools to generate reports, conduct data analysis, and review reports to...

  • Systems Analyst

    6 days ago


    Pittsburgh, United States ShiftCode Analytics Full time

    Interview : Phone and skype ( Candidate must be local though ) Visa : All apart from H1B and CPT Description: The systems analyst would be responsible for performing testing on various claims, enrollment, premium billing, and accounts payable projects related to the client's claims application. The applicant must be experienced in creating/running test...

  • Sr. Business Analyst

    4 hours ago


    Pittsburgh, United States ApTask Full time

    About Client: The Client is a leading global IT services and consulting company, providing a wide range of services to clients in various industries, including banking, financial services, retail, manufacturing, healthcare, and more. It is one of the largest employers in the IT industry and has a vast and diverse workforce. The company places a strong...


  • Pittsburgh, United States TechDigital Corporation Full time

    Job Summary: Senior Business Systems Analyst is responsible for partnering across the firm to provide financial and strategic analysis, oversight, and coordination for business requirements and designing solutions to meet those requirements, Responsible for supporting the project in whole SDLC phase, Understand the whole payment processing flow. Required...


  • Pittsburgh, United States TEK Connexion Full time

    Only apply if you match the mandatory skillsMandatory Skills: 6+ yearsExperience in credit or debit cardsExperience working with near real-time steaming data, cloud technology, building APIs, middleware/systems/platforms Prior experience with tools such as Jira, Confluence, Mural, Visio, or similarPosition Title: Technical Product OwnerPosition Location:...