Technical Business Analyst (Zoom)

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Northwestern Mutual – Infrastructure & Cloud Services

Location: Hybrid in Milwaukee, WI

Duration: 12 months with possibility of an extension

DW-Meetings Experience | Zoom

As a Technical Business Analyst, you’ll be called upon to think strategically. You’ll work across functions and/or departments to understand the needs of the business as it relates to the endpoint user experience. You will facilitate relationships between business clients and technical resources, with a focus on understanding the voice of the customer, along with business processes and the underlying systems that support those processes. You will develop requirements and related business rules, while working closely with technology subject matter experts and business partners to implement solutions for solving complex business challenges. This role will work in partnership with the program manager and other project manager(s) to deliver on established milestones. They will be aligned to specific tracks within the larger Zoom program, tasked with gathering use cases/requirements for various features with a focus on Zoom texting.

This role is required to be on-site per departmental guidelines: at this time, 3 days per week Mondays, Tuesdays & Wednesdays with the option to work remotely Thursdays and Fridays. You’ll need to be available during core business hours the identified by the teams you support, typically 8am-5pm CST.

What you’ll do each day:

• As a member of an Agile team, it will be your accountability to partner with the Product team, Engineering members and Business clients to gather feedback, develop and support technical process as it relates to various Endpoint solutions including desktop virtualization and digital experience monitoring solutions.
• Define business requirements and translate them into technical specifications for engineering.
• Gather feedback and analyze data to help facilitate you and the team to make data-driven decisions.
• Partnering with product and engineering teams to understand user voice and taking that feedback to perform gap analysis to recommend solutions that will improve the user experience.
• Provide day-to-day assistance with organizational change management, including but not limited to: user rollout communications (written and verbal), deployment planning, end-user training, and document curation.

How this role fits into the organization:

We're a 15-person, centralized team of program/project managers, business consultants & analysts who support the delivery of technology to our workforce across the entire Home Office and Field. This role will be specifically aligned to the Workspace Experience Services sub-domain within the Digital Workplace Division. As a member of an Agile team, it will be your accountability to partner with the larger Product team, Engineering members and Business clients to gather feedback, develop and support technical process as it relates to Microsoft365 Generative AI (Copilot) and Retention policies. You will also maintain consistent alignment with our centralized team to conduct effective delivery of Digital Workplace technology as the understanding of managing releases, organizational change, and interdependencies is imperative to the success of our work.

What kind of person should you be?

You pride yourself on customer service and delivering a delightful user experience.

• You enjoy and are skilled at gathering data and representing it visually.
• You can quickly learn unfamiliar tools and/or technical concepts.
• You can handle stressful situations calmly.
• You enjoy working in a fast-paced environment.
• You have an innovation mindset and are always looking to make things better.
• You're self-motivated.
• Able to work well both independently and as part of a team.
• You can assess maintainability & long-term impacts of solution design choices.
• You have an escalated sense of urgency in response to issues.
• You have an extremely strong sense of ownership.
• Integrity is very important to you.

What skills do you need?

• Bachelor’s degree with an emphasis in MIS, Business, or related field; or related work experience beyond the minimum required.
• Four or more years of experience/knowledge of business operations/processes to include analysis, design, documentation, using industry best practices and standards.
• Demonstrated flexibility to adjust to changing business needs by effectively managing and prioritizing concurrent assignments.
• Demonstrated ability to identify and resolve critical issues through effective problem-solving skills.
• Strong ability to develop and leverage relationships; ability to effectively influence and negotiate with internal and external partners.
• Excellent communication skills focused on facilitation of meetings; ability to deliver informative, well-organized documentation and presentations and ability to effectively communicate in difficult and sensitive situations.
• Able to take data from various sources, analyze, manipulate it, and provide visual representation of data that is consumed by senior leadership.
• Experience with implementing a omni-channel telecommunications platform to a large organization (for example, MS Teams, Zoom, etc.).

Nice to have:

• Knowledge of administrating/provisioning Unified Communications systems/platforms
• Experience working at Northwestern Mutual, interacting with our field-force, within the last 5 years.

Eligibility Requirements:

• Legal authorization to work in the U.S. is required.
• As a contractor, including remote contractors, you may be required to complete a background check.
• No third parties please.