The Senior Business Analyst will serve as a key liaison between the Securities Based Lending (SBL) Delivery Team and a wide range of cross functional partners across the organization. This role is responsible for deeply understanding how internal teams and colleagues interact with the Supernova Lending Platform, the Securities Based Lending Product,  identifying their operational and system needs, and translating those needs into clear business requirements, process improvements, and technology recommendations.

The analyst will independently lead requirement gathering, solution analysis, production issue triage, and both small scale enhancements and large strategic initiatives. A strong risk based mindset, adherence to compliance and bank policies, and a focus on operational efficiency and customer experience are critical to success in this role.

Primary responsibilities:

Stakeholder Engagement & Requirements Gathering
•    Partner with diverse business units (e.g., frontline colleagues, Credit Risk, Operations, Technology) to understand how they will use the Supernova Platform or be a consumer of platform output.
•    Conduct interviews, demos, and working sessions to elicit and document detailed business requirements.
•    Train end users on system features and workflows; gather feedback on pain points, usability issues, and enhancement opportunities.
•    Translate business needs into functional specifications and user stories with clear acceptance criteria

Cross Functional Analysis & Solution Recommendation
•    Analyze operational processes and user workflows to identify inefficiencies or risks.
•    Recommend system enhancements or process changes that improve Customer experience, Colleague efficiency. Data accuracy and accessibility and Risk management and compliance alignment
•    Collaborate with technology partners to evaluate solution options and determine feasibility, complexity, and downstream impacts.

Project & Delivery Support
•    Act as the primary business lead for technology enhancements or data feed integrations.
•    Manage requirement documentation, refinement sessions, sprint planning inputs, and UAT planning.
•    Coordinate with Product SME’s to ensure that technical solutions align with intended business outcomes.
•    Support both Agile and Waterfall initiatives depending on project type.
Production Support & Issue Triage
•    Serve as the first escalation point for day to day production issues related to the Supernova platform or SBL operational processes.
•    Perform root cause analysis, document issues clearly, and coordinate remediation with Technology and Operations.
•    Track recurring issues and partner with cross functional teams to implement long term solutions.
Operational Risk & Compliance Alignment
•    Ensure that all proposed changes—system or procedural—adhere to bank policies, operational risk frameworks, and regulatory expectations.
•    Incorporate risk based thinking into every stage of project delivery, from requirements through implementation.
•    Continuously evaluate processes and recommend controls or documentation updates as needed.
Documentation & Procedure Management
•    Create, maintain, and version control operational procedures, workflow documentation, and process maps.
•    Ensure documentation remains current and aligned with implemented system changes.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Experience with loan servicing systems or securities based lending platforms, preferred.
•  Previous experience supporting a lending product, preferably within wealth management, private banking, or securities based lending.
• Demonstrated experience with JIRA and familiarity with both Agile and Waterfall SDLC methodologies.
• Proven ability to independently lead requirements gathering, analysis, and cross functional communication.
•  Strong analytical, problem solving, and documentation skills.
• Ability to balance business needs with operational risk, compliance requirements, and customer/colleague impact

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: M-F (4 days in office; 1 day WFH)

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.