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Service Delivery Analyst - Human Resources

Charlotte, North Carolina;

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
Provides routine analytical support for the successful design, delivery, financial management, communication and or administration of complex, corporate wide HR product(s) & program(s) that may include Compensation, LD, Learning, Payroll, Shared Services or Staffing. May be responsible for performing routine research and follow up. Works under the guidance and direction of a more senior Product Analyst or Manager.

This role sits within the GHR Shared Services team with a focus on supporting Academy, Diversity & Inclusion, Global Talent Acquisition and Global Talent service delivery.  The role is responsible for access management, access audits, and maintaining documentation for various applications within these functions.  The role will also be responsible for technology change administration for applications and running test scripts when needed at the determination of our test leads.  The role requires working closely with HR teammates, other shared services teams and other key enterprise partners.


  •     Responsible for access management for key HR applications including myHelp

  •     Liaison between HR teammates and technology partners, including technology change administration for key applications

  •     Monthly audit reports and maintaining documentation

  •     Testing support for testing leads with focus on Academy and D&I

  •     Manage Standard Operating Procedures and Frequently Asked Questions documentation

  •     Perform system configuration for Learning Management System

  •     Participate in ad-hoc projects, as assigned

  •     Perform backup activities for key Talent, Academy and GTA Service Delivery teammates

  •     First line of defense for base case Webex Training issues resolution

Required Qualifications:

  •     Experience in supporting operations (human resources experience is a plus)  

  •     Knowledge of Jira, Agile, technology, process design and access management

  •     Exposure to working with human resource applications and exposure to testing is a plus

  •     Organizational skills and an ability to work independently with a high attention to detail

  •     Team player, energetic, service-oriented and able to work in a dynamic and fast paced environment

  •     Self-starter and self-motivated individual assertive in maintaining confidentiality

  •     Ability to prioritize work and manage time effectively

  •     Good interpersonal skills and ability to engage with multiple stakeholders at a level appropriate to their grade

  •     Ability to manage a high volume of work under tight service delivery deadlines

  •     Good command of written and oral English

  •     Well-versed with MS Excel, Word, PowerPoint, comfortable with technology


  • Active Listening

  • Attention to Detail

  • Data Governance

  • Oral Communications

  • Written Communications

  • Analytical Thinking

  • Collaboration

  • Critical Thinking

  • Policies, Procedures, and Guidelines Management

  • Quality Assurance

  • Business Process Analysis

  • Influence

  • Technology change and Agile

  • Problem Solving

  • Process Management


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No