Business Systems Analyst

M&T Bank is looking for a Business Systems Analyst (BSA) to join one of eight teams working collaboratively in a large-scale Agile technology environment. The mission of the teams in our space, Employee Guided Servicing (EGS), is to reimagine the banker experience while servicing our customers here at M&T. We oversee the software used every day by our bankers. We continuously work to provide powerful tools to our bankers to better serve our customers. EGS has developed a reputation for embracing and staying at the forefront of the technology transformation that M&T embarked on nearly seven years ago, making it one of the most exciting, dynamic teams to join at M&T. This position will also join a team with a special focus on the CPS application, the customer servicing system used primarily by our contact center, its continued maintenance and its decommission. 

The BSA sits directly on the Agile team, working closely with engineers, stakeholders, scrum masters, and product owners while serving as a bridge between the business and technical teams. The new BSA's responsibilities will include: 

• Performance of analysis of business needs, leading to a comprehensive knowledge of subject matter expertise in features and functionality: 

  • The BSA will be a consultative and authoritative source of knowledge regarding how the business works in their specific line of responsibility.  

  • Will assist in solution design, able to inform and direct how it should work so engineers can design how it will work.  

• Business and technical work discovery and story refinement. The BSA will be a close partner with the Product Owner, will share responsibility with the team to refine user stories, and will understand the technical processes, data mapping, interfacing applications, data flows, acceptance criteria, and designs that will inform and guide the work for engineers.

• A critical role for the BSA is to act as Testing Lead, performing the gatekeeper function for acceptance testing. 

  • The BSA will also be heavily involved in designing, preparing, building, and executing test plans and scripts. Although the software engineers are responsible for unit and integration testing, the BSA ensures all testing is done appropriately with specified code and functionality coverage.

  • It is critical a BSA will understand the happy and unhappy paths for testing to be able to determine potential banker impacts and remedies. 

  • The successful candidate will ensure we are meeting the needs of the organization: documentation, evidence, process, compliance, traceability - everything should be audit-ready.

• The BSA joining our team will possess or develop technical acumen in various technologies and integration between multiple systems (including mainframe platforms like Hogan and others, ESB, etc). This includes scripting, data analysis, and system configuration.  

• System and incident support including continuous monitoring of system issues, health, integrity, and incidents. Working with technical teams to ensure that we have the appropriate documentation, playbooks, and procedures in place. Leveraging documentation, alerting, and developing or possessing skills in the use of monitoring tools such as Jira, ServiceNow, Kibana, Confluence, and others.

Education and Experience Required:

• Combined minimum of 5 years'  higher education and/or operational/business analytics experience

• Experience in user experience and research

• Experience supporting, analyzing or partnering on customer servicing applications, preferably within banking or financial services.

• Familiarity with customer servicing procedures and operational workflows, particularly customer contact center environments, preferred.

• Experience eliciting, documenting, and validating business and functional requirements in a regulated or financial services environment.

• Strong verbal and written communication skills, with the ability to clearly convey complex concepts to both technical and non‑technical stakeholders.

• Strong organizational and time management skills, with the ability to manage multiple priorities and deliverables.

• Ability to collaborate effectively with business partners, technology teams, and operations stakeholders.

• Strong analytical, lateral thinking and problem-solving skills, including the ability to assess impacts, identify root causes, and support resolution of issues.

• Proficiency with personal computers and relevant software tools (e.g., documentation, analysis, and reporting tools).

Education and Experience Preferred:

• Bachelor's degree

• Subject matter expert in business with knowledge or experience utilizing application/system being supported.

• Capable of working on multiple projects of a moderately complex to complex nature.

• Proven understanding of applications supported with a sound good knowledge of interfacing/integrated applications.

• Ability to effectively use project management, word processing and spreadsheet applications.

• Good understanding of the Bank’s application framework.

• Familiarity with application development software and hardware platforms.

• Ability to understand business supported and its’ terminology.

• Ability to effectively present to all levels of management

• Ability to multitask for various components of moderately complex to complex projects.

• Ability to coordinate between applications and business units.

• Ability to work in a team environment as well as autonomously.

• Ability to recognize project milestones and delivery dates.

• Ability to recommend and implement solutions.

• Proactive

• Detail-oriented.

• Growing understanding of Bank acquisition methodology or relevant conversion experience