Senior Analyst - Business Systems(Workday HCM / Compensation)

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company's over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients' greatest ambitions.

Job Description

Job Details

Position Title : Senior Analyst - Business Systems

Career Level : P2

Job Category : Senior Analyst

Role Type : Hybrid

Job Location : Bangalore

This position utilizes technical proficiency to perform data analysis, identify user needs, and provide daily operational business system support.

Gathers business requirements, conducts needs assessments, and identifies functional specifications to ensure that developed solutions support business objectives.

Determines and ensures compliance with system requirements May involve elements of system testing or development.

Identifying Requirements - Determines system requirements and communicates them using specifications, reports, project plans, or other forms of documentation. Identifies issues that affect system processes and assists in correcting.

Ensures compliance through testing and analysis.

Reporting - Produces advanced reporting based on data analysis, user input, and system testing. Identifies patterns, problems, and areas of improvement. May develop process enhancements based on analysis results.

System Support - Provides expert technical support for systems by responding to escalated inquiries, ensuring processes run smoothly, and working to continuously improve the end-user experience.

Implements recommended modifications and enhancements. Serves as an analytics resource to wider organization or business units, offering guidance on systems and data output.

Key Deliverables

• Hands on experience on Workday Core HCM and Compensation.
• Help resolve Workday functional related support issues for the customer efficiently and effectively.
• Manage customer expectations regarding estimated response times for issue resolution.
• Gather the required information necessary to best handle technical inquiries.
• Resolving the issues through Service Now tool and email communication channels.
• Meet SLAs like response and resolution times by provide quick response.
• Extensively research and document customer technical issues.
• Have good solution-oriented mindset and analytical skills.
• Ownership in resolution, communicating with customers regularly regarding issue status.
• Run monitoring reports for usage, performance, and / or availability.

Key Requirement

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.

Skills Required

Agile, Service Now, Itil