Associate, Business Process Analyst - Knowledgebase Management

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Charles Schwab & Co., Inc.
Full Time
Work from home not available Travel not required

Job Description


Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616
Leticia Mitchell

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by  Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

Information Technology Operations (ITO) requires a Business Process Analyst (BPA) with a focus on technical writing and knowledgebase administration to create processes and artifacts that supports the development and update of processes and procedures for a resilient and easily navigable knowledge management system.  The focus on the knowledge management will be focused on developing and maintaining documents used for incident handling; infrastructure and application alert response; and, implementing infrastructure changes.  The core responsibilities of the role will be on developing consistent procedures for using knowledge templates; establishing best practices for searching documentation; and life cycle management of the documents.   As the BPA for Knowledge Management in ITO, the position would be the primary focal point for the implementation of Knowledge Centered Support (KCS).

The ITO team provides primary monitoring, recovery, and documentation of all incidents related to the network, server and mainframe infrastructure throughout Schwab and its subsidiaries. This includes monitoring of over 2000 applications, spread across 5,000 network devices and 30,000 servers. In addition, we are responsible for overseeing and in some cases, executing technology changes across these platforms.  ITO is a true 24x7x365 organization, in this position you will be joining our weekday shift in our Westlake, Texas office.

What you’ll do: 

  • Serve as the primary contact of Knowledge Centered Support (KCS)
  • Develop templates for handing different issues such as alerts, incidents and go live
  • Outline workflow for updating and keeping existing documentation current
  • Establish requirements for the “completeness” of operational documentation
  • Implement metrics for evaluating the availability of operational documentation
  • Configure knowledge management  to support outlined processes and procedures
  • Provide education to team members, partners and customers on using technology
  • Support initiatives for incident, alert, change and knowledge management
  • Maintain the health of the ITO Knowledge Base
  • Ensure approval workflows are implemented for publishing and revising documents

What you have:

  • Experience in gathering and analyzing requirements to improve existing processes
  • Experience in creating, managing and maintaining process diagrams & process definition documents
  • Excellent communication, team work, leadership, and conflict management skills
  • Excellent listening, organization and presentation skills
  • Strong analytical and problem solving skills
  • Strong ability to communicate technical issues to non-technical customers
  • Ability to work in dynamic environment with changing priorities
  • Customer focused with a passion and drive for customer satisfaction and delivering business value

 Preferred Skills

  • Skills in using Remedy ITSM system
  • Experience in using BMC’s Smart IT or similar knowledge management systems
  • Familiarity using BMC’s Atrium or similar Configuration Management Database systems
  • Skill in using Atlassian’ s Confluence or similar applications
  • “Waterfall” project management experience
  • Skills and knowledge of Agile project management
  • Experience working in technology operations or production support teams
  • Having a flexible schedule for engaging across multiple shifts
  • Knowledge and experience with Lean IT Foundations & Kaizen
  • Knowledge and experience with ITIL Foundations and Methodology
  • Ability to implement version control management processes
  • Proficiency in MS Office Products (Word, Excel, PowerPoint, etc)

You demonstrate these behaviors:

Disciplined: Highly disciplined in how resources are used; designs and champions ideas to drive efficiency
Overcomes Barriers: Takes responsibility for addressing obstacles that hinder our people and our business
Delivers Results: Delivers positive results regardless of circumstances, utilizing the right mix of analysis, judgment, agility and urgency
Relationship Oriented: Builds trusted relationships with colleagues around the firm and across multiple levels of the organization
Exceptional Communicator: Communicates clearly, authentically, and persuasively

What you’ll get:

  • Comprehensive Compensation and Benefits package
  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab.

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.

Job Specifications
Relocation Offered?:No
Work Schedule:Days
Languages:English - spoken
Current Licenses / Certifications:None
Relevant Work Experience:IT-Other Specialty Engineering-less than 2 yrs
Position Located In:TX - Westlake
Job Type:Full Time

Category:Information Technology
Activation Date: Wednesday, March 13, 2019
Expiration Date: Saturday, June 1, 2019
Apply Here

Company Information

At Schwab, we inspire the driven; individuals who want to take ownership of their career and their future. You are appreciated for your work, respected for your unique strengths and rewarded for the possibilities you create for our clients. Working in Schwab Technology is not just a job; it's an opportunity to do the best work of your life. This team drives Schwab's mission to harness the power of data to deliver the next gen client experience. They relentlessly pursue simplification and modernization, laying the foundation for the digital enterprise. They act boldly together to provide security for our clients and enterprise, safeguarding client trust all while delivering on their core commitments to availability, capacity and project execution with excellence and efficiency. If you are looking to be challenged with projects that stretch and grow your abilities, and push you towards further developing your expertise, apply to one of our openings today.
Dice Id : 10228622
Position Id : 0313-47282