Position Overview

At PNC our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected valued and have an opportunity to contribute to the companys success. As a Business System Analyst within PNCs Retail Tech organization you will be based in Dallas TX Birmingham AL Pittsburgh PA or Strongsville OH.

We are seeking a Senior Business Systems Analyst (BSA) to play a key role in delivering complex customerfacing technology solutions within an Agile/Scrum environment. This role will serve as a senior member of a Scrum team partnering closely with product owners developers quality engineers and leadership to drive clarity alignment and execution.

The Senior BSA will support initiatives related to Contact Center development including IVR and associated technologies. While prior Contact Center or IVR experience is preferred it is not required. The successful candidate brings strong analytical skills deep Agile experience and the ability to quickly learn new domains while influencing outcomes across teams.

Key Responsibilities

Act as a Senior Business Systems Analyst on one or more Agile Scrum teams
Lead requirements elicitation and analysis for complex initiatives and enhancements
Translate business needs into highquality user stories acceptance criteria and functional requirements
Partner closely with product owners to shape and refine the product backlog
Collaborate daily with software engineers quality engineers (QEs) and architects to ensure shared understanding of scope and intent
Provide guidance and clarification throughout the sprint lifecycle including backlog refinement sprint planning and sprint reviews
Support testing efforts by ensuring requirements are clear complete and testable
Identify and proactively manage risks dependencies and requirement gaps
Communicate effectively with leadership and stakeholders providing clear insights into scope impacts and tradeoffs
Contribute to solution design discussions ensuring business needs are balanced with technical feasibility
Mentor and support less experienced analysts as appropriate
Drive continuous improvement in analysis practices documentation standards and team collaboration

Required Qualifications
Significant experience as a Business Systems Analyst or Business Analyst supporting software delivery
Strong experience working in an Agile/Scrum environment including writing user stories and acceptance criteria
Proven ability to work independently on complex crossfunctional initiatives
Experience collaborating with developers QEs product owners and technical leadership
Excellent analytical problemsolving and communication skills
Ability to translate ambiguous business needs into clear actionable requirements
Strong stakeholder management and facilitation skills
Strong Jira/Confluence skills with an Agile focus

Preferred Qualifications
Experience working with Contact Center solutions such as IVR telephony or customer engagement platforms
Familiarity with IVR concepts call flows or customer interaction journeys
Exposure to customerfacing highavailability or highvolume systems
Understanding of system integrations APIs and data flows
Experience working in a largescale enterprise or regulated environment
Prior experience with Archer/Vulnerability management

What Success Looks Like in This Role
Clear consistent and wellstructured requirements that enable efficient delivery
Strong partnership with engineering and product teams resulting in highquality outcomes
Proactive identification and resolution of risks and dependencies
Ability to quickly ramp up on Contact Center and IVR domains as needed
Recognition as a trusted senior contributor by peers product owners and leadership

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Participates in analyzing business requirements and production specifications for changes made to technology applications.
• Formulates and defines the system scope and objectives based on user needs and business processes .
• Directs business process improvement projects for internal business groups aiming to improve business results .
• Identifies and documents all system constraints implications and consequences of various proposed system changes .
• Provides recommendations for addressing and resolving business issues for a specific business group .

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNCs Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge skills and abilities for a role. Listed below are skills competencies work experience education and required certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development Business Management Call Center Telephony Customer Solutions Design Group Problem Solving Interactive Voice Response (IVR) Process Improvements Release Management Requirements Gathering Software Solutions User Experience (UX) Design User Story

Competencies

Business Assessment Business Process Modeling IT Environment IT Project Management Requirements Analysis Technical Writing/Documentation Workflow Analysis

Work Experience

Roles at this level typically require a university / college degree with 2 years of relevant professional lieu of a degree a comparable combination of education job specific certification(s) and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $45000.00 $122590.00

Salaries may vary based on geographic location market data and on individual skills experience and education. This role is incentive eligible with the payment based upon company business and/or individual performance.

Application Window

Generally this opening is expected to be posted for two business days from 03/09/2026 although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature) dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption surrogacy and doula reimbursement; educational assistance including select programs fully paid; a robust wellness program with financial incentives.

In addition PNC generally provides the following paid time off depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year unless otherwise required by law; between 15 to 25 vacation days each year depending on career level; and years of service.

To learn more about these and other programs including benefits for full time and part-time employees visit.

Disability Accommodations Statement

If an accommodation is required to participate in the application process please contact us via email at . Please include accommodation request in the subject line title and be sure to include your name the job ID and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and say Workday for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race color sex religion national origin age sexual orientation gender identity disability veteran status or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and for any registered role the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA) which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.