Business Systems Analyst II

First Citizens Bank is a leading financial institution committed to providing exceptional banking services and innovative financial solutions to its clients. With a strong focus on community engagement, technological advancement, and operational excellence, the bank has established a reputation for reliability, integrity, and customer-centricity. Our organization values diversity, collaboration, and continuous improvement, fostering a dynamic work environment that encourages professional growth and development.

About the role

The Business Systems Analyst II role is a vital position within the Digital Workplace Device Engineering team, supporting the delivery and management of endpoint, mobile, and virtual desktop technologies. This remote position is responsible for analyzing data, gathering requirements, developing reports, and supporting operational activities to enhance device management, user experience, and service reliability across the enterprise. The ideal candidate will collaborate closely with engineering teams, stakeholders, and leadership to align solutions with business objectives, drive process improvements, and ensure seamless technology operations. While primarily remote, occasional travel to FCB Hub Locations may be required to facilitate team collaboration and project execution.

Responsibilities

• Source, compile, and interpret data from endpoint management, virtual desktop, and digital employee experience platforms to analyze operational trends, service performance, device compliance, and user experience metrics.
• Effectively communicate findings and insights to engineering teams and leadership to inform decision-making and strategic initiatives.
• Collaborate with Device Engineering teams to gather, analyze, and document business and technical requirements, identifying opportunities for automation, standardization, and operational efficiencies.
• Develop and maintain comprehensive reports and dashboards related to endpoint health, device compliance, software deployment, and operational performance.
• Provide operational and analytical support for Digital Workplace platforms, assisting with troubleshooting, issue resolution, and continuous service improvement initiatives.
• Support change management processes, ensuring successful implementation of endpoint and workplace technology updates.
• Apply risk-based analysis to evaluate operational impacts, compliance requirements, and user experience considerations associated with enterprise technologies.
• Maintain high-quality documentation, operational procedures, and project artifacts to support enterprise endpoint, mobile, and VDI services.
• Participate in Agile planning, backlog refinement, and continuous improvement activities to support project delivery and operational excellence.
• Coordinate with vendors and support partners for troubleshooting, escalations, and technology support activities.
• Develop a working knowledge of Digital Workplace products and stay current with industry trends and emerging technologies.

Qualifications

• Bachelor's Degree in a related field and at least 2 years of experience in Systems Support, Analytics, or Operational Support
• Or High School Diploma or GED with a minimum of 6 years of relevant experience
• Experience working with infrastructure, endpoint, workplace, or engineering teams within the financial industry (preferred)
• Proficiency in Agile delivery methodologies, with 3+ years of experience (preferred)
• Familiarity with Jira, Confluence, or Azure DevOps (1+ years preferred)
• Knowledge of gathering requirements, analyzing operational processes, and creating reporting dashboards
• Understanding of endpoint management platforms, virtual desktop technologies, and digital employee experience solutions
• Knowledge of IT operations, device lifecycle management, and enterprise support processes
• Familiarity with FFIEC Architecture and regulatory compliance considerations (preferred)
• Working knowledge of Device / Endpoint Management technologies (preferred)

Benefits

• Competitive salary and total rewards package
• Comprehensive health insurance plans including medical, dental, and vision coverage
• Retirement savings plans with employer matching contributions
• Paid time off and holiday leave
• Professional development opportunities and training programs
• Flexible work arrangements supporting remote work
• Employee assistance programs and wellness initiatives