Business Systems Analyst Sr (Branch & Contact Tech Specialist)

Huntington National Bank•Columbus, OH

21h•Hybrid

About The Position

Description Detailed Description Support the IT Branch and Contact Center Technology teams, in the analysis and interpretation complex data from various sources, including Snowflake for data warehousing and analytics. Design, implement and operate comprehensive data warehouse systems using AWS and Athena to balance optimization of data access with batch loading and resource utilization factors to support analytical needs. Extract structured and unstructured data from multiple sources (Relational /Non-relational/No-SQL database) to construct complex analyses. Map data between source systems, data warehouses, and data marts. Create data models and business requirement documents. Verify the structure, accuracy, or quality of warehouse data. Develop and maintain interactive dashboards and reports using Tableau for data visualization. Perform continuous process improvement and analysis in current technical environment. Utilize R/RStudio for advanced data analysis, statistical modeling, and data visualization, employing multiple R packages such as dplyr, ggplot2, tidyr, and caret. Conduct text mining and natural language processing (NLP) on speech data using advanced techniques and tools in R, as well as Verint Speech Analytics. Measure and maintain call center performance regarding capacity, call failures, and interactive voice response (IVR) utilization. Perform GAP analysis on all contact center entities and applications for contact center mergers. Create technical requirements and user stories with Agile-Scrum methodology and write JSON Objects. Integrate and analyze data from Salesforce to improve data flow and consistency. Collaborate with Project Execution Managers to estimate reporting, dashboarding, and analytical efforts for resource planning. Create impact analyses for incident management. Create supporting documentation, such as metadata and diagrams of entity relationships, business processes, and process flow.

Requirements

Bachelor’s degree in Computer Science, MIS, Engineering, Data Science or related technical field.
Three (3) years of business analysis or data analytics experience including interactive voice response (IVR), call routing, and workforce optimization systems.
Experience must include use of IVR caller user interfaces and customer service agent user interfaces including Cisco Contact Center, Nuance IVR, or Verint Workforce Optimization, and experience supporting digital channel operations using RESTful APIs.

Nice To Haves

Further, domain or business knowledge in the fields of financial analysis, macroeconomics, accounting, financial engineering, and banking regulations, as well as data analytics certification such as Certified Analytics Professional (CAP), Microsoft Certified Power BI Data Analyst Associate, or AWS Certified Data Engineer, is preferred

Responsibilities

Analysis and interpretation complex data from various sources, including Snowflake for data warehousing and analytics.
Design, implement and operate comprehensive data warehouse systems using AWS and Athena to balance optimization of data access with batch loading and resource utilization factors to support analytical needs.
Extract structured and unstructured data from multiple sources (Relational /Non-relational/No-SQL database) to construct complex analyses.
Map data between source systems, data warehouses, and data marts.
Create data models and business requirement documents.
Verify the structure, accuracy, or quality of warehouse data.
Develop and maintain interactive dashboards and reports using Tableau for data visualization.
Perform continuous process improvement and analysis in current technical environment.
Utilize R/RStudio for advanced data analysis, statistical modeling, and data visualization, employing multiple R packages such as dplyr, ggplot2, tidyr, and caret.
Conduct text mining and natural language processing (NLP) on speech data using advanced techniques and tools in R, as well as Verint Speech Analytics.
Measure and maintain call center performance regarding capacity, call failures, and interactive voice response (IVR) utilization.
Perform GAP analysis on all contact center entities and applications for contact center mergers.
Create technical requirements and user stories with Agile-Scrum methodology and write JSON Objects.
Integrate and analyze data from Salesforce to improve data flow and consistency.
Collaborate with Project Execution Managers to estimate reporting, dashboarding, and analytical efforts for resource planning.
Create impact analyses for incident management.
Create supporting documentation, such as metadata and diagrams of entity relationships, business processes, and process flow.