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Description

The Business Systems Analyst will serve as a member of the Business Solutions Department responsible for supporting Mortgage Servicing and Default Operations and affiliated Agile teams of Citizens. The BSA acts as the primary interface between technology infrastructure and specific functional areas. Incumbents coordinate and support the investigation, documentation, tactical development/maintenance of functional specifications for systems and applications. They will be responsible for identifying potential automation opportunities, gathering business unit requirements, creating project and process specifications, implementation testing, and coordinating with Agile pod members to ensure that Sprint releases are on schedule. You are made ready to thrive in this role through your collaborative nature and use of excellent communication skills to provide ongoing support, maintenance, and enhancements to existing business systems and provide guidance to newer colleagues. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

+ Collaborates with stakeholders to elicit, document, and analyze business requirements.

+ Developing test plans and test cases to ensure system functionality meets business requirements.

+ Supporting system implementation activities, such as data migration, user training, and system go live.

+ Engaging with stakeholders to understand their needs, expectations, and concerns.

+ Facilitating communication and collaboration among stakeholders throughout the system.

+ Effectively and efficiently engage with key stakeholders and business area managers/subject matter experts to evaluate current workflows and work-streams, formulate, and define system scope and objectives which further assist in automating functions and streamlining operations

+ Work with Agile Teams to identify and document risks, issues, dependencies, assumptions in accordance with project standards, and areas of opportunity to create efficiencies through research and fact-finding

+ Present process improvement options and recommendations of a complex nature to business area managers and stakeholders based on understanding of applicable business systems and industry requirements

+ Liaise with business area subject matter experts, software vendors, internal technical resources, and shared services partners to design, test, and deliver system functionality to support business needs while continually improving customer experience

+ Provide technical expertise to support training, documentation, organizational communications, departmental planning, budgeting, etc.

+ Perform ad hoc analysis and reporting

+ Appropriately document functional and/or technical specifications as required and consistent with company and regulatory standards

+ Define and support processes for newly developed applications, tools, and enhancements

+ Manage system configuration / system settings processes to ensure fulfillment of business requirements and/or applicable application requirements

+ Manage assigned project tasks consistent with project directives

Qualifications, Education, Certifications and/or Other Professional Credentials

+ Mortgage Default experience preferred

+ Experience with Black Knight’s MSP platform required.

+ Competent use of Microsoft Office applications to include Microsoft Excel, Visio, PowerPoint, Word

+ Ability to effectively communicate with stakeholders to report on project opportunities and progress.

+ Strong ability to objectively evaluate a process and influence a better way to deliver for our customers.

+ Ability to effectively communicate to all levels of management and leadership.

+ Self-thinker with excellent analytical, decision-making, problem-solving, interpersonal, and time management skills

+ Basic understanding of project management techniques and methodologies

Knowledge, skills & abilities that typically lead to success in the job include:

+ Strategic thinking

+ Communication

+ Project management

+ Change management.

+ Data analysis

+ Technical/Functional expertise

+ Problem solving

+ Solution architecture

+ Business systems maintenance

+ IT relationship management

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: M-F 8:00-5:00

Hours & Work Schedule: Hybrid in Glen Allen, VA - 3 days in-office / 2 remote

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

06/27/2025