Business Systems Analyst II - Digital Workplace Device Engineering (Remote)

First Citizens Bank is seeking a Business Systems Analyst II for their Digital Workplace Device Engineering team. This role involves supporting the delivery of endpoint, mobile, and virtual desktop technologies while collaborating with various teams to enhance device management and user experience.

Responsibilities:

• Sources, compiles, and interprets data from endpoint management, virtual desktop, and digital employee experience platforms
• Analyzes operational trends, service performance, device compliance, and user experience metrics
• Effectively communicates findings and recommendations to engineering and leadership teams
• Collaborates with Device Engineering teams to gather, analyze, and document business and technical requirements
• Identifies opportunities to improve endpoint, mobile, and VDI processes through automation, standardization, and operational efficiencies
• Assists in validating solutions through testing, analysis, and stakeholder feedback
• Develops and maintains reporting and dashboards related to endpoint health, device compliance, software deployment, user experience, and operational performance
• Identifies trends, risks, and opportunities for service improvement and process optimization
• Provides operational and analytical support for Digital Workplace platforms and services
• Assists with investigation and resolution of complex issues, supports continuous service improvement initiatives, and helps ensure a high-quality end-user experience across endpoint, mobile, and virtual desktop environments
• Acts as a team player supporting peers, Device Engineering leadership, and business stakeholders to fulfill operational service levels, engineering initiatives, and project deliverables
• Creates and maintains high-quality documentation, operational procedures, process maps, requirements, project artifacts, and reporting dashboards
• Contributes to the knowledge base supporting enterprise endpoint, mobile, and VDI services
• Participates in Agile planning, backlog refinement, and continuous improvement activities
• Collaborates with engineers to define requirements, identify dependencies and risks, and support successful delivery of quarterly objectives
• Maintains focus on opportunities to improve user experience, operational efficiency, compliance, and cost optimization
• Supports and follows established technology change and release management processes while helping ensure successful implementation of endpoint and workplace technology changes
• Applies a risk-based approach to technology analysis and process improvement
• Evaluates operational impacts, compliance requirements, and user experience considerations associated with endpoint and virtual workplace technologies
• Develops working knowledge across Digital Workplace Device Engineering products and services, including endpoint management, virtual desktops, digital employee experience monitoring, and device lifecycle processes
• Remains current on industry trends and emerging technologies
• Serves as a support and coordination resource for Device Engineering initiatives and operational activities
• Assists with troubleshooting, analysis, testing, and escalations while coordinating with vendors and support partners as needed

Requirements:

• Bachelor's Degree and 2 years of experience in Systems Support, or Analytics, or Operational Support OR High School Diploma or GED and 6 years of experience in Systems Support, or Analytics, or Operational Support
• 2+ years working with infrastructure, endpoint, workplace, or engineering teams within the financial industry
• 3+ years operating in an Agile delivery environment
• 1+ years using Jira, Confluence, or Azure DevOps
• Experience gathering requirements, analyzing operational processes, and producing meaningful reporting and dashboards
• Familiarity with endpoint management platforms, virtual desktop technologies, or digital employee experience solutions
• Understanding of IT operations, device lifecycle management, and enterprise support processes
• Familiarity with FFIEC Architecture, Infrastructure, and Operations guidance and application of regulatory requirements to technology operations
• Working knowledge of Device / Endpoint Management technologies is preferred