Job Description

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Project Overview:
To provide business analytical support for the voice services and contact center environment.

Contractor’s Role:
The Unified Communications Team supports the Northern Trust contact center and voice technology. This role requires an independent, proactive, and forward-thinking individual that thrives in a fast-paced environment. A successful candidate will be both analytically and technically adept and will support and track multiple areas of concentration.

Experience Level:
5-7 Years of experience

Qualifications:
Bachelor’s degree from an accredited institution in Computer Science, Business, or equivalent work experience is required.

Must have skills:
• 1+ Yrs. of operational administration and support
• 3 years of professional business analysis experience, with strong relationship management, and support experience
• Preferred Telecom and Contact Centers experience
• Experience with Microsoft Office, Teams, Visio, and SharePoint
• Knowledge of Agile tools like ADO and Confluence
• Knowledge of Agile and iterative development methodologies
• Understanding of current technologies and Software Development Lifecycle (SDLC)
• ITIL framework foundations experience
• Ability to obtain, understand and respond strategically to business requirements
• Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed
• Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously

Nice to Haves:
• Strong analytical, problem solving and conflict resolution skills
• Energetic, motivated, service-oriented, ability to multitask
• Excellent listening, oral, and written communication skills
• Strong interpersonal and teamwork skills
• Flexible to new situations and challenges
• Experience in a global operations environment

Tasks & responsibilities
• Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studies
• Serve as liaison with project team and assist with project activities for requirements and implementation efforts
• Contributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams
• Assist with preparing department documentation and presentations for project engagements
• Establish and maintain department dashboards
• Provide weekly, monthly, and quarterly metrics for voice and Contact Centers services
• Maintain team tracker for weekly activities and collect updates from team members
• Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints
• Maintain IT Service Management portfolio of processes, procedures, and training material for department
• Support Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL framework
• Collect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI’s
• Engagements with Service Now team for design and implementations with intake management
• Support efforts with department process and outside integrations
• Maintain Teams and SharePoint site with key business documentation
• Support business process improvement by evaluating current practices, identifying process improvements, and establishing modifications
• Support Contact Centers real-time and historical reporting and metrics; create reporting templates, data validation, custom report requests
• Maintain inventory records of services
• Assist with department surveys

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.