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.
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.
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.
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.
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.
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.