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 [email protected], 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.
Skills Required
- Bachelor's degree in Computer Science, Business, or equivalent experience
- 5-7 years of relevant experience
- 3 years professional business analysis experience
- 1+ year operational administration and support experience
- Experience with Microsoft Office (Excel/PowerPoint/Word)
- Experience with Microsoft Teams
- Experience with Microsoft Visio
- Experience with SharePoint
- Knowledge of Azure DevOps (ADO) and backlog/story management
- Knowledge of Confluence
- Familiarity with Agile and iterative development methodologies
- Understanding of Software Development Lifecycle (SDLC)
- ITIL framework foundations experience and IT service management processes
- Ability to obtain, analyze, and respond to business requirements and priorities
- Ability to maintain dashboards, KPIs, SLAs and produce regular metrics/reporting
- Preferred: Telecom and Contact Center experience
- Preferred: Strong analytical, problem solving and conflict resolution skills
- Preferred: Experience in a global operations environment
- Preferred: Strong communication, interpersonal and teamwork skills
Northern Trust Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Northern Trust and has not been reviewed or approved by Northern Trust.
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Retirement Support — A 401(k) with company match alongside an employer‑funded defined‑benefit pension is highlighted in employer‑verified materials and filings, setting the retirement package apart from many private employers.
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Leave & Time Off Breadth — PTO is portrayed as solid overall, and two paid volunteer days per year are clearly documented across corporate materials.
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Parental & Family Support — Company sources and postings reference paid parental and caregiver leave and recent enhancements to parental benefits, indicating meaningful family support within the package.
Northern Trust Insights
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What We Do
As a global leader in innovative wealth management, asset servicing and investment solutions, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. A globally recognized Fortune 500 Company in continuous operation since 1889, we’ve built a legacy of empowering clients to reach their goals with confidence. Since our roots as a trust bank, we’ve grown to a global presence with more than 24,000 employees in more than 20 countries and across six core business units: Wealth Management Asset Management Asset Servicing Technology Corporate Functions Enterprise Operations Join a Team That’s Achieving Greater At Northern Trust, we refer to our employees as partners – with good reason. We understand that relationships are the key to our success. Here you’ll join a diverse and inclusive team of innovators with the drive to challenge the way things have always been done. Instead of choosing between a dynamic career and work-life balance, enjoy working with a team that supports your goals in the office and at home. We’ll help you get where you want to go without sacrificing what matters most to you. Delivering value and adhering to our enduring principles What are enduring principles? Since our founding, they have guided our strategy and success. Thanks to the dedication of our partners, Northern Trust continues to thrive by adhering to three enduring principles: service, expertise and integrity . What does this mean? Service Northern Trust has a relentless drive to provide exceptional service to our clients, our partners and our communities. We set new standards and go above and beyond in our commitment to delivering greater results. Expertise Expertise is at the core of who we are. We focus sharply on what we do well. From expanding our capabilities, to hiring talented professionals to developing innovative solutions, our expertise is why we continue to be a trusted advisor for generations of families and institutions. Integrity Operating with uncompromising ethics is central to Northern Trust’s heritage. As a result, our clients, partners and communities know they can rely on us. For more than 130 years, our integrity has been our guide – and that will never change.
Why Work With Us
At Northern Trust, we go further because we go together. We embrace flexibility, encourage balance, and prioritize inclusion at all levels, working together to keep you connected. We are committed to our employees—all 24,000 of them. Whether this is a first step or a bold new leap in your career, we’re here to help you move forward.
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