Senior Business Analyst

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you!

LPL Financial (Nasdaq:
LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader
• in the markets we serve, supporting more than 22,000 financial advisors, 1,100 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to objective guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:


Working independently, the Sr. Business Analyst of Product Support will deliver technology solutions to advisors and admins. This individual will be well versed in service management and have a passion for meeting customer needs. The principle responsibilities for this position will be to effect and deliver efficient product launches through and including production support. Ensure critical production support documentation is in place and plan for knowledge transfer. The Sr. Business Analyst of Product Support will be the responsible for communications and relationship building. Document and plan processes to ensure workflows and notifications are automated for repeatable experiences. Activities will include addressing customer facing support escalations, communications, troubleshooting, meet with customers for consulting and upgrades, demonstration of new products, plan launches and finding ways to deliver more value with product enhancements or education.

The candidate for this role will leverage their knowledge and skill set to work with our advisors and internal teams to deliver the technology and workflows that enable LBS to continually improve our advisor experience, providing capabilities that allow them to manage their business more efficiently. Strong collaboration with internal business partners will be critical to ensure that these capabilities are supported in a manner that captures our customer's insights into how they manage their business, maximize our business objectives while meeting all regulatory requirements.

Responsibilities:

• Support our applications from pilot to production and into support
• Troubleshoot escalations with empathy and urgency; quickly understanding symptoms and impacts, find teams to take ownership, expedite resolution and provide communications to manage findings in a very timely way. Remediation follow-up to prevent recurrences
• Diagram end-to-end process flows and data mapping to streamline and automate processes to drive efficiencies and scalability
• Identify, manage and implement process improvements
• Establish OKR metrics of outcomes to maximize and communicate our value add to the business
• Data analysis and reconciliation
• Survey advisors for continuous improvement
• Build relationships with product teams to consult and assist with support
• Continually look forward and outward to provide effective breakthrough support for the fast growing business area
• Operationalize systems and processes to fool proof (prevent issues recurrence) and stabilize production systems
• Handle advisor requests looking for outcomes that help advisors and build relationships
• Communicate to advisors new releases and assist with launches
• Learn systems to be able to configure in-house in a timely way to respond to business changes
• Demonstrate business acumen and listening skills to interact across all levels
• Partner with delivery teams, technology partners and key business partners to understand and prioritize support needs
• Responsible for ensuring that all product teams are always working on the highest value items

• 7+ years of experience in technology and financial industry customer support roles
• 7+ years of experience in evaluating and improving process flows

• Team player with strong interpersonal skills
• Detail-oriented individual with the ability to quickly assimilate and apply new concepts, business models and technologies
• Ability to work across functional teams to drive outcomes without having direct authority
• Excellent communication skills including presentation, written and oral
• Become a trusted business partner and customer advocate to get things done with high responsiveness
• Serve as one of the recognized subject matter experts of systems supported by this team
• Comfortable with multi-tasking and a busy forward thinking environment
• Ability to work independently, learn quickly and think creatively focusing on what matters most
• Strong problem-solving skills to debug and improve existing systems
• Strong experience in Microsoft Office (Word, Excel, PowerPoint and Visio)
• Proven ability to be proactive, possess flexible attitude, learn new skills and manage ambiguity
• Ability to work independently in a fast-paced environment
• Highly organized with strong problem solving, documentation and presentation skills
• Strong analytical skills with the ability to collect, organize, analyze information with attention to detail and accuracy
• Strong communication skills with ability to relate issues to a wide variety of individuals and groups
• Identify ways to support the business in a scalable high performing manner
• Craft documentation and emails that are clear, concise and have proper grammar
• Self and audience awareness to be the most effective in communications
• Lead support projects as a Product Owner including launching them
• Ability to manage time and multiple priorities for varying internal and external partners

• Financial services industry experience is a plus
• Experience CRM systems (HubSpot, Redtail, Salesforce) ServiceNow
• Experience with Confluence & JIRA
• Entrepreneurial spirit / Passionate ownership of customer needs