Digital Workplace Technical Business Analyst II

Lincoln Investment, recognized as one of Philadelphia's Top Workplaces for over ten years, is an independent broker dealer and registered investment advisor that offers brokerage, investment advisory and other financial services. Lincoln has over 1,000 financial advisors nationwide and we serve over 350,000 clients representing over $36 billion in assets. We are a majority family-owned financial services firm that regards our employees as integral players in our continuous growth. Lincoln Investment's success is built upon our dedication to helping people retire well and promoting a work environment that fosters success. Our financial strength and profitability are natural results of "helping people, having fun, and enjoying success." Lincoln Investment offers a competitive compensation and benefits package. Our Home Office is conveniently located in Fort Washington, PA, just outside of Philadelphia.

We are seeking a highly skilled and motivated Digital Workplace Technical Business Analyst to join our dynamic team. The ideal candidate will possess strong requirements collection skills, a robust background in business/technology process and procedural development, application and platform support, and extensive experience with Microsoft 365, CRM tools, and SaaS applications and their administration and management. Preference will be given to candidates with migration or transformation program experience as a business analyst or process/knowledge manager.
Key Responsibilities:
• Collect and analyze requirements from stakeholders to define workplace procedural needs, knowledge content, application or platform support needs, or enhancements.
• Develop and maintain strong technical business relationships with internal and external stakeholders.
• Assist the in-house engineering and operations teams with delivery of, and testing workplace application support initiatives and projects, ensuring alignment with business objectives.
• Collaborate with cross-functional teams to design, implement, and optimize ITSM processes, support procedures, and administrative processes for existing and new platforms and software, including internally managed platforms and SaaS/UCaaS/CCaaS tools.
• Act as a go-to technical resource for documentation and procedural development and maintenance, ensuring minimal disruption to business operations, and audit compliance.
• Act as subject matter expert on communication and collaboration tools, Digital Workplace departmental standards for documentation, and Digital Workplace processes, including support flows.
• Provide technical support and coaching mentoring to operations and support teams, including the IT Service Desks, in your areas of expertise (SaaS platforms and products, and process/procedure across DWP).
• Perform direct user support as needed to assist teams when SME is required to directly resolve a user issue, or when designated by management.
Required Skills and Qualifications:
• Strong requirements collection skills, with the ability to translate business needs into technical specifications aligned to the Lincoln Investment DWP vision.
• Proven experience in technical business relationship management, with a track record of building and maintaining successful partnerships and successfully implementing technical solutions and documentation from basic requirements.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
• Excellent demonstrated procedural documentation skills.
• Strong problem-solving and analytical skills, with a focus on delivering high-quality solutions.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
• Previous work experience from a large organization with responsibility for a technical support program and process management at-scale.
• Knowledge of industry best practices and emerging trends in workplace services.
Education: Bachelor’s degree in a related field or the equivalent combination of education and experience.
Certification/Registration: N/A
Physical and Other Requirements: May sit at workstation for extended periods of time.
Lincoln Investment is an equal opportunity employer. Lincoln Investment prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Lincoln Investment conforms to the spirit as well as to the letter of all applicable laws and regulations.