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 company’s success. As a Business System Analyst within PNC's 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, customer‑facing 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 high‑quality 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, cross‑functional initiatives
Experience collaborating with developers, QEs, product owners, and technical leadership
Excellent analytical, problem‑solving, 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 customer‑facing, high‑availability, or high‑volume systems
Understanding of system integrations, APIs, and data flows
Experience working in a large‑scale enterprise or regulated environment
Prior experience with Archer/Vulnerability management

What Success Looks Like in This Role:

Clear, consistent, and well‑structured requirements that enable efficient delivery
Strong partnership with engineering and product teams resulting in high‑quality 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 PNC's 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 experience. In 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: $45,000.00 – $122,590.00

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 pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [Accommodation Request@pnc.com](mailto:Accommodation Request@pnc.com). 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 877-968-7762 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.