Business Analyst

Business Analyst POSITION LOCATION: Pittsburgh, PA, 15222 WORK ARRANGEMENT: 5 days onsite Pay Range: $25-30/hr. on W2 ONLY LENGTH OF ASSIGNMENT: 6 months Contract to Hire role FUNCTION OF THE GROUP: Mitigating Risk/Generating Revenue INDUSTRY BACKGROUND: Business Analyst ROLE/RESPONSIBILITIES: The Business Analyst (BA) team is composed of three complementary roles designed to provide end to end support across operations monitoring, issue triage, remediation, and continuous improvement for Total Rewards Operations (TOPS). While each role has a primary focus area, all three Client are required to actively participate in ongoing operational monitoring, case triage, and remediation support to ensure shared ownership, workload flexibility, and consistent decisioning. Shared Core Responsibility All three Client: Participate in operations monitoring, including review of exceptions, trends, and emerging issues. Support triage and prioritization of operational cases, defects, and escalations. Contribute to remediation analysis and execution support, including validation and follow through. Maintain a working understanding of TOPS processes, controls, and tools to flex as needed based on demand This shared foundation ensures TOPS maintains adequate coverage during spikes in volume, escalations, or critical incidents. Specialty Responsibilities Role 1: Operational & Case Analysis Support This role is focused on day to day operational deep dives and case level analysis. The BA partners closely with TOPS production support and remediation teams to: Analyze recurring program cases, exceptions, and defects. Identify root causes across data, process, and handoffs. Translate findings into clear problem statements and recommendations This role acts as the bridge between frontline operational activity and broader remediation or technology escalation, enabling faster resolution and better pattern recognition. Role 2: Process, Controls & Documentation Enablement: This role is responsible for strengthening TOPS operational consistency and control maturity by: Documenting current state and future state processes. Supporting controls identification, evidence definition, and issue tracking. Maintaining SOPs, job aids, and knowledge artifacts The BA in this role ensures TOPS processes are clear, repeatable, audit ready, and scalable, supporting both risk management and onboarding of new team members. Role 3: Insights, Reporting & Continuous Improvement: This role focuses on turning operational data into actionable insights. Key contributions include: Developing and maintaining reporting tied to volume, trends, and outcomes. Surfacing operational risks and improvement opportunities. Supporting prioritization of enhancements across technology, process, and training This BA helps move TOPS from reactive issue handling to proactive operational optimization, ensuring leadership has visibility into where focus and investment are needed. Must Have Skills (3-5 years): Ability to document current state and future state processes, procedures, and workflows Ability to triage issues by severity, impact, and urgency Experience analyzing operational data sets to identify trends, patterns, and risks Experience creating and maintaining SOPs, job aids, and operational artifacts Experience supporting ongoing operations monitoring in a production or post launch environment Experience supporting remediation efforts through analysis, validation, and documented follow up Experience with Agile and delivery tools (e.g., Jira, SharePoint, Confluence) Strong Excel Skills for data analysis, reconciliation, and validation (manual / semi automated) Strong root cause analysis across process, data, and system handoffs Nice To Have: Ability to translate operational findings into inputs that inform design or governance work Controls & Monitoring Tooling Experience identifying process for process gaps Experience in retail banking, deposits, lending, or rewards/loyalty programs Remediation & Post Issue Follow Through Technical Querying / Coding (SQL + Toad) INTERVIEW PROCESS: 1st Round w/HM and team, 2nd Round w/HM and team STACK RANKING (MOST IMPORTANT TO LEAST IMPORTANT): Skill Set-> Location-> Rate-> Former Client