Communications analyst

Location:

4900 Tiedeman Road - Brooklyn, Ohio 44144-2302

Job Summary

The Senior Technology Analyst possesses functional expertise and partners with leadership to drive or analyze technical support services for KeyBank enterprise processes and technology. Resolves support requests and meets customer satisfaction and continuous service delivery demands.

Essential Functions

• Proactively monitors and completes work requests to ensure quality and timely completion; performs troubleshooting of escalated tasks before seeking assistance. Engages directly with partners to gather more information if needed.

• Participates in the continuous improvement idea generation process (process simplification and automation); drives the fulfillment of tasks needed to test and implement changes.

• Analyzes the data available, determines gaps, identifies next steps, resolves, and documents the resolution of moderately complex problems; escalates issues that could pose a risk to the bank as needed.

• Adheres to all Key Policies and Standards, escalates exceptions or violations encountered and self identified findings. May be responsible for operational monitoring.

• Takes the lead and utilize a wider network of resources within technology. Develops a deeper understanding of responsibilities of other technology teams. Be the trusted partner to the LOBs we support.

• Embraces mentorship and training opportunities. Applies continuous learning to their work. Shares own perspective on KeyBank processes and/or applicable trends and previous experiences.

• Schedules, coordinates and facilitates strategic meetings with team members, peers, and vendors. Includes appropriate attendees based on topic and expectations, records outcomes and action items.

• Gathers and analyzes metrics to monitor health of product, process, and/or environment; takes appropriate action or escalate as needed. Collaborates with other departments on enterprise performance metrics. Sets and updates documentation standards for a product, process, and/or environment.

• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice

• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education

• Bachelor's Degree (preferred)

• OR equivalent experience (required)

Work Experience

• 3+ years of relevant experience (required)

Skills

• Working knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Basic understanding of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.

• Working knowledge of the importance of taking personal responsibility; ability to take personal responsibility for assignments, decisions and results, and focus on activities that have the greatest impact on meeting work commitments.

• Working knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

• Basic understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.

• Working knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

• Working knowledge of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Working knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.

• Working knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Working knowledge of the necessity and value of accuracy; ability to complete tasks with high levels of precision.

• Working knowledge of Information Technology (IT) systems; ability to utilize a variety of system tools, guarantee service availability, and ensure optimal IT system performance.

• Basic understanding of Information Technology (IT) standards and policies; ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

• Working knowledge of an organization's existing and planned Information Architecture and Information Management (IM) methodology; ability to collect and manage information from different sources and distribute this information to enhance operational efficiency.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location Category

• Hybrid (2+ days)

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $61,000.00 - $94,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation subject to individual and company performance.

Please click here ( for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 12/02/2025

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].

KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.