Analyst Sr, Systems in Brooklyn, OH at Key Bank- Corporate

Date Posted: 5/24/2018

Job Snapshot

Job Description


As a Lead Systems Business Analyst in KeyBank’s Physical Channels Domain your primary responsibility is ensuring high quality and complete business requirements are captured and documented for assigned technology initiatives. You will work primarily with stakeholders from our Contact Center Physical Channels lines of business to elicit, define, and document detailed business requirements, use cases and/or process flows.

You will also act as a subject matter expert for assigned Physical Channels applications, and work as a liaison between our technical teams and the line of business. This function includes running out technical functional questions, maintaining and enhancing documentation, and coordinating user acceptance testing to ensure quality in application releases and user experience.


  • Deliver high quality, complete requirements in a timely manner for assigned projects and applications (including functional and non-functional requirements).
  • Ensure business value statement is derived for each assigned initiative.
  • Ensure final sign-off from all stakeholders on time in all phases of assigned projects.
  • Working knowledge of Key’s Project Lifecycle Policy, BA role requirements, and processes.
  • Serve as the SME/authoritative source for information for all assigned Physical Channels applications/technologies and their use.
  • Ability to multi-task across multiple applications; this role is responsible for performing business analysis, testing and line of business technology roles for Physical Channels applications.
  • Maintain and enhance all related documentation for assigned applications.
  • Attend design meetings with development teams to ensure design supports business requirements and optimized user experience.
  • Influence new application features and enhancements that are consistent with strategic priorities.
  • Act as a liaison between the technical teams and the contact centers for assigned applications.
  • Coordinate, facilitate and perform User Acceptance testing of applications according to quality milestone before production releases to ensure trouble free installations of enhancements.
  • Perform application validation/regression as soon as new enhancements have been deployed to production..
  • Identify and manage project risks, issues, and action items relating to business requirements, while escalating issues appropriately.
  • Ensure necessary implementation and testing practices are engaged for all projects to ensure the quality and supportability of all delivered solutions.
  • Responsible for coordinating application updates with the business to ensure procedural updates are available to agents in a timely fashion.
  • Partner with technology support teams and business users to monitor the health of all assigned applications to ensure efficient operation for the call centers.
  • Help diagnose and triage reported problems, and partner with and assist technology support teams in the resolution of problems as needed.
  • Establish and maintain "trusted advisor" status with client/partner community.
  • Collaborates through effective communication, and fosters collaboration across stakeholders.
  • Demonstrates depth and breadth of technical and business/partner expertise (knowledge and skills).
  • Utilize industry expertise in technology and financial services to assist partners in identifying best solutions and opportunities for the Contact Centers to leverage technology in support of business strategies and needs.
  • Keep abreast of technology, regulations and industry trends as it relates to the Contact Centers and the financial industry in general
  • Communicate accurate project status and work stream health information to management, and other stakeholders, including escalation where appropriate.
  • Deliver on commitments that are reasonable, accurately assessed, and achievable within the expectations established with the Contact Centers.
  • Effectively collaborate with partners to develop sound project estimates and timelines.
  • Partner with Workforce Management to ensure all technology changes are accounted for in their forecasting to ensure CSL targets are met.
  • Establish vendor relationships consistent with span of control.
  • Demonstrate Professionalism and Relationship Building
  • Effective Communication; verbal and written
  • Some travel may be necessary as required


  • 5+ years of Systems Business Analysis work experience and development of detailed business system requirements
  • Bachelor's Degree in Computer Science, Information Systems, MIS, Business Administration or other related field or equivalent work experience.
  • Ability to lead meetings, drive decisions and create detailed requirements documentation
  • Excellent logical, analytical and problem-solving skills
  • Strong interpersonal skills and good written and oral communication skills.
  • Ability to communicate complex ideas to audiences of different technical levels


  • 3+ years of working within and adhering to Project Life Cycle frameworks
  • 3+ years of experience in a call center technology environment.
  • Familiarity with Physical Channels application systems (Teller platforms, ATM, VRU/IVR, agent desktop, chat, email, etc.)
  • Knowledge/experience in the financial services industry
  • Project Management skills or experience

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 28586BR