Business Systems Analyst II

Overview This is a remote role that may only be hired in the following location(s): Arizona, North Carolina and Texas. The Business Systems Analyst II role is an individual contributor within the Digital Workplace Device Engineering team and part of the Digital Workplace Technology organization, supporting the successful delivery of endpoint, mobile, and virtual desktop technologies and services. The Business Analyst will collaborate with Digital Workplace Technology leadership to understand, support, and execute strategic initiatives that enhance device management, user experience, operational efficiency, and service reliability across the enterprise. The Business Analyst will partner with engineering teams, operations teams, and key stakeholders to align solution delivery with business and technology objectives. The ideal candidate is a self-starter with excellent communication, analytical, and collaboration skills and possesses an understanding of endpoint management, virtual desktop infrastructure (VDI), device lifecycle management, and digital employee experience technologies. Experience with reporting platforms, workflow automation, data analysis, and service management tools is preferred. The position is remote; however, occasional travel to FCB Hub Locations may be required. Responsibilities & Qualifications Data Analysis - 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. Identifying Requirements - 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. Reporting - 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. System Support - 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. Technology Stack Microsoft Intune Microsoft Endpoint Configuration Manager JAMF Windows 11 & MacOS Windows Autopilot Nexthink Azure Virtual Desktop (AVD) Citrix Virtual Apps and Desktops ServiceNow Jira and Confluence Absolute Control TEAM PLAYER - Acts as a team player supporting peers, Device Engineering leadership, and business stakeholders to fulfill operational service levels, engineering initiatives, and project deliverables. Demonstrates a collaborative mindset and commitment to team success. DOCUMENTATION - 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. AGILE WORK METHODS - 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. CHANGE MANAGEMENT- Supports and follows established technology change and release management processes while helping ensure successful implementation of endpoint and workplace technology changes. RISK MANAGEMENT - 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. SUBJECT MATTER EXPERT - 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. TECHNOLOGY SUPPORT - 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. Additional Information 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 Preferred Qualifications: 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 #LI-JB1 Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at benefits.