At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. As one of the oldest and largest financial services firms in the United States with a history dating back to 1828, we’re committed to providing solutions and expertise that support our customers, clients, colleagues, and communities in what’s next on their own unique journey.

Whether you’re considering banking with us or looking to work with us, you’ll find a customer-centric culture and a supportive, collaborative workforce at Citizens.

You’re made ready and so are we. #MadeReady

The Student Lending Delivery group supports our newly built loan origination platform in partnership with an in-house development team and business line product owners.

We are looking for a Business Analyst to become a SME in our new system and serve as a liaison between end users, internal stakeholders, and technology partners. You will assist with day-to-day production issues, various requests for information, and partake in the implementation of larger system enhancements that are driven by our business initiatives and regulatory requirements.

Primary Responsibilities Include

• Provide production support and research of application or integration issues working with developers, end-users, and other support partners. Investigate reported issues to identify system problems vs user error vs training deficiencies
• Assist with or create functional specifications to convey end user requirements to the development staff in the form of user stories
• Design and execute test plans, scenarios, and procedures in accordance with the scope of the change or enhancement
• Monitor defect resolution efforts and track successes; detect scope changes and escalate issues as needed
• Document software defects using Jira and report defects to software developers. Work with developers to create corrective measures.
• Collaborate with business stakeholders, product owners, system owners, and other subject matter experts to gather requirements for new capabilities and enhancements
• Deliver orientation and training to end users for new capabilities, enhancements, and projects including writing documentation
• Assist in prioritizing break/fix and enhancement requests with product managers and risk partners to ensure delivery of prioritized requests in a timely manner
• Manage issues, expectations proactively rather than reactively to ensure best in class business user experience
• Lead requirement analysis & solution design workshops with Product Partner

Qualifications

• 3+ years of relevant work experience
• Must be naturally curious with strong critical thinking and deductive reasoning skills.
• Colleague must be fully engaged with tireless work ethic.
• Proven experience in overseeing the design, development, and implementation of software, systems, or products
• Experience with ongoing product/system improvement and/or support
• Excellent analytical and creative problem-solving skills with a desire to think critically
• Ability to communicate ideas in both technical and user-friendly language
• Experience working in a team-oriented, collaborative environment
• Experience using SQL based relational databases (preferred but not required)
• Understanding of software development lifecycle
• Excellent oral/written communication with ability to effectively communicate with customers, peers, internal partners, external partners, and executive management
• Coordinate with a larger team and help understand requirements and provide clarifications
• Familiar with Agile methodologies and scrum tools such as JIRA and MS Teams, to assist with defining Epics and Stories
• Ability to manage multiple priorities at a single point in time
• Comfortable with change and ability to adjust as needed
• Self-starter, independent and can work without close supervision
• Ability to visualize holistically and work broadly (not in a silo)

Education, Certifications And/or Other Professional Credentials

• Bachelor's Degree Required