CONTRACTOR

FEED

UNKNOWN

Function of the Group: IT Service Management team Initiatives/Projects: N/A Industry background: IT Service Management or Operational background Team Dynamic: working in a team of 8 Roles and Responsibilities: Candidate will be serving as the liaison between home lending business stakeholders (Sales & Operations teams) and Technology teams by working service tickets & remediating issues on customer loans (mortgage & home equity lines of credit). Skills: Project Management Business Needs Data Analytics Prioritization Management Reporting Business Processes Decision Making Experience: 2 4 years experience.

HOUR

Technical Skills Must Have Ability to identify trends and patterns in data to assist with decision making. Ability to simplify complex technical concepts for business partners. Skill in documenting problems & procedures Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction Technical troubleshooting and independent problem solving Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes Nice To Have Customer service or help desk support Experience using home lending loan origination & point of sale systems (e.g., Empower, Encompass, Blend) Familiarity with service management tools (e.g., ServiceNow) Knowledge of IT service management functions Knowledge of mortgage or consumer lending bank operations. Job Summary Conducts research; collects a Job Description Conducts research; collects and interprets business requirements, and participates in the development and review of processes and procedures, workflow analytics, and reporting. Assists in obtaining and identifying the business requirements needed to carry out and improve applicable business processes. Develops and maintains all applicable policy and procedure documentation, and, as applicable, documents for IT applications, system specifications and test plans, according to existing standards and methodologies. Supports the development, analysis and distribution of relevant reporting. Skills: Project Management Business Needs Data Analytics Prioritization Management Reporting Business Processes Decision Making Experience: 2  4 years experience. Additional Job Responsibilities Position going on hold for shortlisting Friday 4/24 at 11 am EST  Position Title: Bus Analyst Position Location: PA Provide locations: Preferred PNC Tech Hubs: 1. Pittsburgh PA  Two PNC Plaza, 2. Cleveland OH  Strongsville Technology Center, 3. Birmingham AL  Birmingham  Brock, 4. Phoenix Biltmore. Other remote locations are acceptable in Market C Max Rates. Ability to work remote: Yes position open to fully remote. However, if candidate is hired as FTE the expectation would be that they would come into a PNC Tech Hub (if they are located near tech hub) 5 days a week upon FTE hire. Acceptable time zone(s): must work EST or CST hours. Days of the week: Monday Friday Working Hours: 8 am start time. OT: No Travel: No Intended length of Assignment: 3month contract to start. Reason for open position: Additional workload Potential for Contract Extension: Yes This position is contract with the right to hire if a need becomes available. Managers will only look at candidates that are open to converting to a fulltime PNC employee. PNC will not sponsor work visas if the decision is made to hire the contingent worker.  Function of the Group: IT Service Management team  Initiatives/Projects: N/A  Industry background: IT Service Management or Operational background  Team Dynamic: working in a team of 8  Roles and Responsibilities: Candidate will be serving as the liaison between home lending business stakeholders (Sales & Operations teams) and Technology teams by working service tickets & remediating issues on customer loans (mortgage & home equity lines of credit) Analyze ticketing data to identify trends, recurring issues, and opportunities for improvement Provide escalation support and ensure business stakeholders receive clear, professional communication Manage daily ITSM operations including incident, request, problem, and change processes. Document processes, workflows, standard operating procedures, and knowledge base content Coordinate and complete manual tasks after automation, system or service disruptions Must Have Technical Skills: Ability to simplify complex technical concepts for business partners. Technical troubleshooting and independent problem solving Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction Ability to identify trends and patterns in data to assist with decision making. Skill in documenting problems & procedures Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes Flex Skills/Nice to Have: Knowledge of mortgage or consumer lending bank operations. Familiarity with service management tools (e.g., ServiceNow) Knowledge of IT service management functions Customer service or help desk support Experience using home lending loan origination & point of sale systems (e.g., Empower, Encompass, Blend) Soft Skills: Excellent written and verbal communication skills Great customer service Education/Certifications: High School diploma is required. Bachelors degree or relevant experience is a plus. Screening Questions: Please describe your career objective. Role Differentiator: N/A Interview Process: Initial interview with HM and team lead, with a writing prompt at the end (prompt given to candidate and they will formulate email response) If second round interview is required, it would be with HM panel.  Hiring Manager Stack Ranking of Importance (Most Important to Least Important): 1. Skills 2. Rate 3. Prior PNC Experience 4. Location Summary: Document and identify gaps in business processes through process mapping to illustrate current and future state. Job Responsibilities: Identify and analyze business problems and defines the scope of activities required to address the issues, including requirement definition, process review, impact assessment and operational streamlining where appropriate. Is involved in all aspects of projects, including documentation of project needs, analysis/research of needs and possible solutions, identifying technology and business solutions, gathering, documenting and updating business requirements; reviewing workflow process mapping; developing business testing strategies and working with project members to execute the test plan, recommending preferred solutions, and implementing recommendations. Manages project documentation (implementation plan, issues log, process maps, etc.) and documents process flows and gaps. Assess, research, analyze and document sponsor/stakeholder needs. Supports the Project Manager in planning, executing, controlling and closing phases. Develop and maintain strong relationship with business partners and internal/external team members. Identify issues and escalates/manages resolution as required. Coordinates and provides support to the business with the process implementation. Perform other duties as assigned. Skills: Ability to quickly learn organizational structure, business strategies and processes. Knowledgeable on business process modeling, process mapping. Capable of writing clear and well structured business requirements documents. Contributes to the development of detailed level process maps to facilitate requirements gathering, gap analysis and for training use. Ability to resolve minor conflicts/issues using different tactics for prior to escalation. Work with team members to understand the needs of the project. Strong verbal and written communication skills. Strong facilitation and presentation skills. Education/ Experience: High School Degree and Bachelors degree in Business, Finance, Engineering, Science or Math is desirable or equivalent work experience required. 2  4 years experience. Experience in most facets of project lifecycle; proficient comprehension of project management methodologies; genuine commitment to project environment and discipline. Market A: AK, CA, CT, DC, MA, NJ, NY, Market B: CO, HI, IL, MD, MI, MN, NH, RI, TX, WA, Market C: AL, AZ, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, NC, NE, NM, NV, OH, OK, OR, PA, SC, TN, UT, VA, VT, WI Market D: AR, MS, MT, ND, SD, WV, WY

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Contractor IT Jobs in New Kensington, PA

Bus Analyst - Contractor Apidel Technologies

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