This role also supports strategic enterprise call routing initiatives that are a result of Risk & Control approved projects and technology infrastructure decisions necessary to support CCB Call Centers and the Service Transformation Roadmap over the next several years.
Gather data from various sources to document, trend and analyze data necessary to complete projects in assigned area. Generates various monthly, weekly, daily or ad hoc reports that enable management to control and analyze operations.
Work with business stakeholders to capture business requirements (reaching out to multiple lines of business within the organization) and translate them into technical terms for the resources administering the solution.
Act as a liaison between IT and the user community to identify areas of efficiencies, manage Corporate Initiatives and Industry Mandates, test and implement changes/enhancements related to Revenue Accounting processes.
In this role, you will be responsible for
accepting or coordinating acceptance of completed user stories on behalf of users. Collaborating with project leadership and team members to ensure clarity of requirements.
Provide problem resolution of customer issues reported via the IT Service Desk System in compliance with applicable SLA. (Service Level Agreement); provide support to junior staff members who cannot find resolutions to open issues.
Conduct research, elicit and document business requirements from key stakeholders by using interviews, document analysis, requirements workshops, storyboards, surveys, site visits, business process descriptions, use cases, scenarios, event lists, business analysis, competitive product analysis, task and workflow analysis, and/or viewpoints.
Work with business process owners and customers to analyze and solve business problems. Works on complex and high impact issues. Understands business objectives and problems, identifies alternative solutions, performs feasibility studies, cost/benefit analysis and suggests the best course of action.
This position work closely with the regional sales managers and other internal departments such as marketing, alliances, billing, operations, and technology to assist the sales team in meeting their sales objectives.
The Business Engagement Analyst will be highly engaged in various projects that consist of bridging business needs and IT solutions; perform business analysis for IT requests and document business and functional requirements.